Application Support Engineer

An exciting opportunity has opened at one of the UK’s leading PR services companies as we are looking for an experienced Application and Data Support Engineer.

Gorkana Group brings together the UK’s most recommended Media Database, Multi-channel Media Monitoring and PR Measurement services for PRs and marketers representing all kinds of organisations. Headquartered in the UK, we currently have offices in London and New York.

The company boasts an impressive array of products and the career opportunities are endless. For those with ambition and determination, this company could provide you with a great future.

The Application Support Engineer will be responsible for ensuring the smooth running of all Gorkana Group’s IT systems. They will be responsible for the installation and modification of all systems and providing support to Gorkana Group’s internal users and where appropriate Gorkana Group’s customers.

The role will entail a base 37.5 hour week, hours worked on rota basis to provide cover from 07:30 – 18:30 Monday to Friday. It will require occasional out of hours working on a planned and unplanned basis to resolve serious issues affecting provision of service and to facilitate system upgrades. The role will also entail participating in an on-call rota to provide support from 18:00 to 08:00 Monday to Thursday and 18:30 Friday to 07:30 Monday.

At all times when on call, telephone calls must be responded to within 10 minutes. Between 22:00 and 08:00 the role will require the ability to be VPNed into the Gorkana Group IT infrastructure within a further 10 minutes. At other times when on call the ability to be VPNed in will be within a further 60 minutes.

DUTIES:

• Provide 1st and 2nd line application support to Gorkana Group’s internal users
• Undertake routine data modifications, data mining and reporting as required by Gorkana Group’s internal users and customers
• Provide 1st line infrastructure support to Gorkana Group’s internal users
• Provide support to Gorkana Group’s customers as required
• Respond to calls logged on the Service Desk in a timely manner in accordance with the SLA, keeping detailed records of actions and closing details.
• Observe and respond as a matter of priority to alerts from the monitoring systems
• Liaise with 3rd party suppliers, manufacturer and internal Infrastructure, Database and Development team to escalate and resolve issues as required
• Ensure compliance with the Gorkana Group’s IT Acceptable Use Policy
• Undertake regular reviews of all system logs and resolve and issues identified
• Make any system changes in accordance with Gorkana Group’s change management procedures
• Ensure all relevant documentation is updated as required

To succeed in this role, candidates will need the ability to pick up new technologies, programming languages and platforms. In depth experience of the following technologies is also required;

• Primary Technical: Oracle, MS SQL Server, MySQL, SQL language, MDX language, Apache, all Gorkana Group’s bespoke applications including but not limited to ZMS, DMC, CRM, ProdNotes, DML, IMS, MyMetrica, UK Pulse, GBOS
• Secondary Technical: Microsoft Windows Server and desktop operating systems, Red Hat/Fedora Linux, VMWare ESX, Checkpoint Firewalls, Cisco switching and routing, Cisco PIX, Microsoft Office, Microsoft Exchange, Microsoft Cluster Services, Foundry Load balancers, IP, short haul data circuits, structured cabling, IPT, software build technologies, Microsoft ISA and SurfControl
• Communication: Good verbal and written communication skills, and strong interpersonal skills.
• Business Awareness: Thorough knowledge of the full business process, production tasks and the range of services offered. Commercially sensitive.
• Organisation & Planning: Able to plan and organise human and physical resources effectively
• Problem solving: Logical problem solver

Alongside a competitive salary of £36,000 – £42,000 we also offer the following excellent benefits: Pension scheme (up to 5% company contribution), 25 days holiday + 8 Bank Holidays (pro rata), subsidised canteen, Denplan and subsidised gym membership.

The Gorkana Group is an equal opportunities employer and all applicants who are eligible to work full time in the UK are welcome. The Gorkana Group is fully committed to treating all job applicants and employees fairly and equally regardless of their race, religion or belief, gender, sexuality, age or disability