Technical Support Engineer

Our purpose is to make the world more sustainable by building trust in society through innovation. As a Service Team member you will contribute to this by providing 2nd and 3rd Line Technical Support for a contract. This includes supporting and maintaining the Hardware, Software, Applications and Network. Also, the team log, and respond to incidents and service requests from the customers, either resolving these themselves or escalating further if necessary.

Your role will primarily be the maintenance and improvement of the secure implementation of the physical and virtual servers providing the system environments. This will involve testing and application of monthly patches to Linux operating systems and applications on all servers . There will be testing and applying scheduled patches to Oracle software, as well as firmware patches. You will be investigating and implementing updates in response to security alerts and annual security health checks. In addition, there will be the continuing improvement to the hardening of Linux and the Oracle software. You will be reporting into the Service Delivery Lead working with the customer team, service delivery peers, 3rd Parties, Service Lines capability teams, colleagues across service operations, service management and the programme delivery team.

Your transferable skills and experience:

• Experience in the following key technologies used on the contract are desirable: Oracle Linux/Red Hat Enterprise Linux, Oracle Application and Database Servers, LogRhythm SIEM tool and Microsoft System Center.
• Technical Capability. Works within a team with some supervision supporting end users with technical queries relating to several products/systems.
• Business Awareness. Develops an understanding of the customers’ environment and service delivery requirements to enable the delivery of the service.
• Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
• Problem Solving. Takes ownership for listening to and understanding the customer’s problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.
• Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

Do you have experience in Oracle?

Pulled from the full job description

• Annual leave
• Employee discount
• Employee assistance programme
• Company pension, Please note: It’s still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills or background, this could be the next opportunity for you.

Must be willing and eligible to undergo security clearance.

Your benefits:

26 Days annual leave plus public holidays (3 flexible)

Pension - Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)

Perks at work - employee discounts

Employee assistance programme/ virtual GP

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.