Technical Support Engineer (3rd Line)

FIS Global
11 Jan 2018
10 Feb 2018
Contract Type
Full Time
Position Summary

Reporting to the Technical Support Manager the Technical Analyst will be working in a high-pressure environment supporting the applications and IT infrastructure across a breadth of technologies to a high standard to ensure continual service to both internal and external users across the business and its clients.

Job Role Accountabilities & Responsibilities

    Follow company processes, policies and proceduresProvide support for bespoke and off-the-shelf applications, including software releases and major client-facing projects as required by the business across Live/Production and test environmentsMaintain team and departmental procedures, diagrams and other documentationProvide a prompt response to service tickets raised, including liaising with end-users/clients ensuring the ticket is closed to the satisfaction of the raiser and within agreed SLA’sProactive monitoring of the infrastructure and applications within the team’s remit, performing root cause analysis of any significant issues, and recommending and supporting improvementsCarry out other appropriate duties from time to time as required
    Maintain the first line of compliance defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidanceTreat clients fairly at all timesMaintain the first line of defence by operating risk controls assigned to the individualUse the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently.Adhere to company policies and procedures are all time including but not limited to; Code of Code, Information security, human resource policies and compliance policies and procedures
Essential experience/Requirements

Extensive experience within a technology support role with experience of Microsoft technologies, such as Windows Server, Active Directory and Group Policy Orchestrator

And at least one of the following:

    Business Continuity Plan/Disaster Recovery/system backups strategiesLinux (preferably Red Hat or Centos distributions), including web server applications such as Apache HTTPD, Tomcat, and bash shell scriptingVMWare vSphere v6, including ESXi, vCenter and clustering technologies such as HA and DRSFirewall and network technologies and appliances, preferably CiscoExperience with SQL Server 2008/2012
It would be beneficial if the candidate also has:

    A existing interest in IT and/or technology in general, and a keenness to learn new IT skillsExperience with datacentre hardware – servers, SANs, blades and related technologies
• Industry standard qualifications (e.g. CCNA, MCSA, CompTIA)

Core Competencies

Client Focus

    Sets ambitious output targets and expectations for themselves and their teamsFocuses on process consistency, output quality and achievement of excellent turnaround timesUnderstands the key levers for their business and how to influence them
Industry & Technical Expertise

    Keeps abreast of industry practice through reading quality journals and newspapersTakes an active interest in the wider business area and offers support where appropriate
      Shares best practice within the team and the wider department to enhance performance and client experience.
Results Orientation

    Fast moving, infecting others with their energy and enthusiasmCreates a buzz and interaction between teamsDemands positive attitudeInspires others to focus on results and celebrates successEnergised by sudden changes to plan and workloadsEnergised by internal competition, balance with greater good of the business.
Teamwork & Collaboration

    Recognises, appreciate and leverages the strength of others to accomplish company objectives.Takes personal accountability for ensuring all colleagues understand what is expected of them in terms of performance & behavioursProvides honest, direct feedback in a non-threatening wayPromotes an inclusive culture where different viewpoints are values and encouraged.Practices active, two-way communication.

    Chooses the honest, ethical course of action and is consistent in word and deedUnderstands and adheres to FIS policies and procedures, as well as governing laws and regulations.Complies with information security and risk management policies and take appropriate actions to FIS’ business environment.Promotes and demonstrates organisational and individual responsibility to fellow employees, clients and the community in which we live and work

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