Third Line Support

3rd Line Support – offering up to £40,000, Hybrid working offered

About the company…

My client are a market leader in providing technological solutions for Veterinary practices, such as practice management software, in order to streamline processes and allow veterinarians to focus on the important stuff…saving pets’ lives! On top of the admirable goals of the company, they’re also a part of a Fortune Top 10 company, meaning you have the stability of a well-established company as well.

About the role…

In this role, you would be providing technical support for the company’s customers while collaborating closely with the development, cloud and data teams internally to resolve technical issues and upkeeping appropriate SLA’s.

The Specifics…

• Review application, database and cloud to recognise the root cause of issues and ultimately resolve these.
• Be responsible and take ownership of service desk issues and resolutions – doing so while supporting team members.
• Recognize issues and provide reasoning for those issues using Application Performance Monitoring and site reliability tools.
• Use database management systems to evaluate and make changes for customers.
• Work on database issues with the DBA and Development teams.
• Being able to communicate with customers and explain incidents, root causes and resolutions.
• Participate in regular meetings to discuss incidents and tickets and provide management reporting.
• Responsible for reporting to team leads/managers of tickets that could breach SLA’s and ensure these are dealt with swiftly and correctly.
• Provide Out of Hours support as per the support and technical team rota
• Compliance with the company’s Practice standards at all times.
• Mentoring the junior members of the team.

What they need…

• Experience working in a technical support role (service desk experience preferred).
• Ability to read one or more programming languages (Java, Python and Javascript used here) in order to identify root causes.
• Experience in writing SQL queries.
• Basic understanding of the cloud and a hunger to learn the Azure platform.
• Basic grasp of networking, scripting and working with console-based commands.
• Basic understanding of DMS (Database Management Systems)
• Knowledge of the SDLC (Software Development Life Cycle).
• Excellent communication, both verbal and written.

If you're interested, contact Louis on 07961780771 or l.harden@oakwellhampton.com