Technical Support Lead

Reference: ARATSL20

Closing Date

Closed

Salary

£Competitive

Location

Ipswich

Contract/Permanent

Permanent

Full/Part Time

FullTime

For this role we are looking for someone who has worked in a Technical Support role and is technically proficient in several different technologies and products. 

Job Details

The role is designed to provide the following functions: 

  • To provide first line helpdesk services and second line technical and application support services, ensuring that Aramar are meeting response times outlined in Service Level Agreements.
  • To provide technical expertise and assurance on both internal and client projects
  • To manage, monitor and maintain both internal and customer server environments, delivering customer performance reports/metrics as contracted or requested
  • To develop a programme of regular engagement with supported customers and ensure customer information is kept updated.
  • To manage the renewal process for 3rd party support and subscriptions.

Experience and skills required:

The Technical support Lead is responsible for managing Aramar’s helpdesk, technical capabilities and internal infrastructure. They will be responsible for the day-to-day running of the support function and will be expected to ensure the support function maximises revenue and improves efficiency. This role will involve a significant amount of self-management and self-service.

The key components of this role are:

  • Awareness of technologies
  • A detailed knowledge of our core supported product sets
  • A continuing awareness of ‘best practice’ relating to our core product sets
  • Awareness of new software versions and available functionality
  • Security practices, both IT related and practical

Essential requirements:

  • Excellent verbal communication skills
  • Excellent written communication skills
  • Excellent interpersonal skills
  • Active willingness to engage beyond the core set of technical skills into our IBM applications
  • Willingness to help customers and colleagues
  • Ability to prioritise in ever changing situations

Technical skills that are relevant to our business include:

  • Windows Server to MCSE level
  • Microsoft Office
  • Microsoft active Directory
  • Web Server Technology
  • Windows and Linux Operating Systems
  • LDAP and other Security Protocols
  • Databases
  • General SQL coding knowledge
  • Microsoft SQL Server
  • Oracle
  • DB2
  • ETL Tools
  • IBM Cognos Analytics
  • IBM Cognos Controller
  • IBM Planning Analytics
  • Other Finance and ERP systems such as JDE, Oracle Financials, SUN

If you think you have what it takes to be Aramar’s Technical Support Lead then send over a CV and covering letter to [email protected]