2nd Line Technical Support Engineer
Apply locations: United Kingdom - Liverpool
Time type: Full time
Posted on: Posted 6 Days Ago
Job requisition id: R53983
Job Summary:
Company: Taranto Systems Limited
Role: 2nd Line Technical Support Engineer
Location: Liverpool/Hybrid
At Taranto Systems, we lead the market in traffic management and parking enforcement solutions, with over 20 years’ experience of delivering innovation in the parking sector. We work with local authorities, private parking companies, and fleet firms to provide comprehensive parking, environmental, and traffic management systems to keep traffic flowing smoothly and improve air quality, as well as reduce the administrative burden on back-office teams.
Taranto’s award-winning solutions are used by over 60 UK central and local government organisations, with 14 of London’s 32 boroughs, as well as the City of London and TfL, using our solutions.
Taranto is part of the Modaxo family, a dedicated global organisation that focuses on advancing new technologies and innovations for People Transportation.
At Taranto Systems, we recognise and celebrate the diversity within our community. Our strength lies in the unique backgrounds, perspectives, and talents of each team member. We believe that diversity is essential for fostering an inclusive workplace where everyone feels valued, respected, and empowered to contribute their best.
Key Purpose of Role:
The 2nd line support engineer will log and resolve technical support calls when received by the Service Desk and escalate issues to appropriate teams. They will ensure that the TSL support function is operating within defined KPIs and SLAs to ultimately protect TSL reputation and enhance client relationships.
We are looking for someone with a keen eye for fault finding and application support within an SQL back end system.
Job Description:
Responsibilities include:
* Responsible for the resolution of incoming calls to the service desk
* Ensure adherence to all support desk procedures
* Adhere to all service level agreements (SLA) both internal and external
* Adopt escalation procedures as needed
* Resolve logs as per priority levels
* Ensure all support calls are properly logged
* Coordinate the resolution of support calls
* Maintain communication between the team and clients
* Identify application bugs and escalate to 2nd line and 3rd line Engineers
* Adopt a proactive approach towards support logs
* Provide clients with regular updates on outstanding calls/fixes
* Attend client sites to resolve support issues
* Provide technical fix training for clients
* Liaise with third party suppliers on a technical basis
* Assist with Taranto Systems Ltd Support infrastructure activities as requested
* Contribute to ongoing business improvement measures
About You:
We'd love to hear from you if you have:
* A keen interest in IT and Mobile Devices
* Experience with SQL Server at an experienced level
* Experience with Windows Server/Databases/IIS and Application Support
* Excellent interpersonal and customer service skills
* Excellent written and oral communication skills
* A willingness to make a proactive contribution to the success of the business
* Demonstrable ability to work collaboratively
* Knowledge within an Azure environment
* C# experience
Skills and Qualifications:
* SQL - Practical experience
* GCSE Maths & English grade C or above, Computer related degree/diploma or equivalent experience
* Good written and verbal communication
* Ability to communicate with users of all levels and technical ability
* Case handling
* Ability to work under pressure
* Knowledge of Microsoft Operating Systems
* Relevant experience in a software environment
* Desirable qualifications in technical management or other experience
* Knowledge of market leading handheld computer hardware
Worker Type: Regular
Number of Openings Available: 1
#J-18808-Ljbffr