Application Support Engineer - Catering

• Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
• Attend and complete all mandatory training courses.
• Engage and own the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.
• Be the subject matter expert and represent your technical domain in meetings and forums.

Key Responsibilities

• Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
• Attend and complete all mandatory training courses.
• Engage and own the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.

Be the subject matter expert and represent your technical domain in meetings and forums.

Skills, Knowledge and Expertise

Exp: 5+ Yrs

· Experience working in an IT service delivery or support function OR

· MBA or Degree in Information Technology or Information Security.

· Experience working with Microsoft technologies.

· Excellent communication skills developed working in a service centric organization.

· Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.

· Ability to manage and prioritize own workload.

· Experience leading technical or process-based forums and meetings such as the Change Advisory Board.

· Experience working within Education Technology would be an advantage.

Technical knowledge

· Advanced Microsoft Active Directory configuration and support.

· Microsoft Azure and AWS cloud hosting platform administration.

· Microsoft SQL server experience.

· Windows Server and desktop management and configuration.

· Microsoft IIS web services administration and configuration.

· SQL backups experience.

· Advanced scripting and automation capabilities.

· Advanced knowledge of IOT and device management systems.

· Good knowledge of Azure analytics and KQL.

· Advanced knowledge of cashless catering solutions.