Support Technician – Linux

Our client is a leading delivery management platform for local and global eCommerce and they are looking for a Support Technician to join their team.

Key Purpose of the Role:

The role holder is responsible for customer support to company`s customers. There may be a requirement to provide 24/7 Support through participation in an on call rota which has a separate remuneration package in addition to the basic salary. The role will involve analysis of our monitoring systems and performance logs. You will be required to understand how to investigate and problem solve major incidents for customers and to work towards the eradication through continuous improvement of repeat issues. You will be expected to contribute towards a positive working environment by undertaking various coaching and training of other team members. The main measure of the role will be in terms of customer satisfaction and reduction of repeat issues so these will become the core responsibilities of this role.

Key Responsibilities:

– Participation in major incident management.
– Communication with customers on a daily basis (telephone, email, portal).
– Coaching and training members of the team
– Resolving customer raised incidents
– Working on continuous improvement initiative
– Monitoring our internal systems and performance logs

Key Skills:

– Good experience of working within a customer support environment
– Good knowledge & experience with Linux, SQL and PLSQL
– Excellent oral and written communication skills
– Experience with using Toad or similar
– Understanding of logistics market

Job Standards:

– Detail Oriented Rigorous attention to detail; item-by-item focus; meticulous and accurate.
– Organised Arranges work in an orderly way, has an orderly state of mind.
– Problem Solver Effective at solving problems, not just defining or complaining about them.
– Independent and Self Motivated Has inner drive and motivation; inner directed and not dependent on others.
– Personable – Has an outgoing personality and is approachable, friendly and open.
– Integrity – Earns others trust and respect through consistent honesty and professionalism in all interactions.
– Pride – Derives great satisfaction from ones own and the teams achievements.
– Commitment – Pledges oneself to a course action and is willing to sacrifice to make it happen.
– Quality – A consistent attitude and respect for high quality standards.

Measures:

The following is not an exhaustive list of the role measures that will be agreed and they will need to be fully detailed, but they will be along the following lines as measured against agreed target values:

– SLA adherence to be measured against department standards
– Positive feedback from other departments and teams
– Excellent customer feedback
– High customer satisfaction scores