You will be on the cutting edge of change within the business core platforms. You will need a Hands on problem-solving approach to resolve issues within strict SLA timeframes, including dealing with end users up to the executive level.
A typical day includes providing a mix of support over email, Teams chats, calls, and screen shares. You will participate and manage elements in the continuous improvement plans for the ERP systems. This will involve several automation tools, which tie all the systems together
Reporting to the Head of Internal Systems the key deliverables of the role can be summarised as follows:
- Delivery of high-quality support on escalated complex incidents and problems across the Content+Cloud estate
- Escalation points for 1st and 2nd line engineers for planned and emergency maintenance activities
- Responding appropriately to, and effectively resolving, incidents, queries, or complaints.
- Help support, train and mentor other team members across all Content+Cloud office locations
- You will have a hands on problem solving approach, solving problems within strict SLA timeframes
- Logging items into DevOps for backlog review and planning
- Take ownership of incidents assigned to you and manage them through to resolution.
- Ensuring SLAs are met; time to respond, time to resolve and first time-fix.
- Interface between the internal support resolver groups that sit outside the internal systems department.
- Participate in the continued improvement program, tabling ideas and input.
The ideal candidate will have/be:
- Experience in a 2nd Line or similar support role
- Characteristics to manage expectations within the team and across the business
- Excellent communication skills professional approach in all aspects of work and able to document knowledge clearly and concisely
- Documentation-focused
- Recommended improvements to systems and developing plans for improvement growth
- Implement best practices
- Perform preventative maintenance and improvements
- Microsoft 365
- Dynamics 365 Sales
- Azure AD (License, User, Groups Management)
- Automation Platforms (Integration between services)
- SharePoint Online
- Power Platform
- Power Automate
- Grafana (monitoring of dashboards and alerts)
- Azure DevOps
- D365 Business Central
- Workato middleware
- Any CPQ Platform, Logic based programing (ideally, DealHub CPQ)
- Azure PaaS based services, e.g., Azure SQL, Storage accounts, etc.
- Develop repeatable processes and/or automations to allow improved business process
- Background of an ITIL service desk environment
click here for the list of benefits.
This is a remote-first hybrid role. See here for details about our C+C hybrid workstyle.
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