Capita Careers – Support Engineer In Leeds

Overview

Position Title: Support Engineer

Company: Capita

Location: Leeds, UK

Job Description:

Responsibilities:

• Provide platform support services to managed service customers based across UK and Ireland between the hours of 08:00 – 18:00 on a shift basis.
• Provide support in relation to IT issues, incidents, and service requests predominantly around our core platforms and integrated third party services.
• Help sustain high Service Level Agreement (SLA) results to ensure quality of service to our customers and business end users.
• Strong analytical and technical background with good problem-solving skills.
• Log, analyse, triage, and prioritise all IT Incidents, Problems and Changes received via all communication channels.
• Ensure systems, applications and services run and meet business SLA targets.
• Analyse incident, problem, and change data to identify underlying causes and propose resolutions.
• Ensure team processes and procedures are kept up to date and followed by team members.
• Partner with the leadership team to define project technology scope, budget, schedule, and deliverables.
• Work closely with internal and external development teams on changes to existing systems, ensuring they are implemented efficiently and on-schedule.
• Provide extended support during delivery of Change, identifying any potential impact on infrastructure, the core platform; Focus or within any 3rd party services used across the platform.
• Troubleshoot and manage the configuration of the existing technical capabilities to ensure that business requirements are met.
• Manage, support, and coordinate post-release critical issues through to successful resolution, communicating and working with key stakeholders.
• Always ensure compliance with company and other relevant standards and regulations.
• The ideal candidate will have the ability to liaise with both Business, Team members and IT users in a clear manner and must have strong communication and problem ownership skills.
• You will have the temperament to work under pressure in a fast-moving production environment and will be confident in dealing with senior members of front office, other business functions and management.
• You will have worked with all facets of Infrastructure, Vendor, Development and External teams on issues requiring deeper investigation, coordinating resolution and provide feedback.
• Continually research, evaluate, and apply emerging technologies alongside DevOps team

Requirements:

• Proficient in Unix and Linux administration
• Experience in OCI and Azure cloud platforms
• Monitor, troubleshoot and problem resolution of technical Incidents.
• Act as the primary liaison between company and Capita’s Manage Service customers for Incident resolution.
• Evaluate and prioritise customer support incidents.
• Respond to technical questions from customers, diagnose and act as a service triage between other service deliver departments on technical issues