IT Service Desk Support Analyst-Level 1- Operations Support Mgr

The IT Service Desk Support Analyst - Level 1 provide 1st Level Support and monitoring to IT systems and integration solutions.

• Report into the Support Team Leader.
• Salesforce experience a plus
• Work in a team with other experienced Support Analysts
• Provide client support and issue resolution via E-mail, telephone, and other electronic medium.
• Work closely with customers, building a good working relationship
• Create, manage, and resolve support tickets raised against technical issues within agreed time limits
• Monitor the Cirrus and ICE applications and services, ensuring issues are escalated/resolved
• Basic troubleshooting of problems with hosted applications/services and client applications
• Support the roll-out of new applications/customers

A Level 1 Support Technician will typically join with less than 12 months experience, or freshly graduated from university. They may come to us with some skills around Linux and MySQL, they might have some basic understanding of XML as well, the rest they will learn with us.

By the time they have completed probation (typically within the first 6 – 12 months) they should be able to meet most, if not all the criteria below.

The most important skills they will need to demonstrate are their written and spoken communication skills, especially to external customers, good ticket accuracy and an appropriate "sense of urgency" - the ability to prioritise issues, proactively identify ongoing issues and elevate where required.

• All Level 1 Support Personnel should be comfortable with the core principles required in troubleshooting a message or issue. Conducting core connectivity tests where required and gathering enough information for the Level 2 team if escalation is necessary.
• Maintaining and adding of knowledge base documentation
• Good ticket accuracy (tickets have a correct account, group, category, sub-category, time entries, correct contact, following up responses)
• Proactive identification of ongoing issues and escalating
• Good written and spoken communication skills - both to external customers and internal teams
• Good understanding of XML and related concepts
  • Knowledge of XML – can identify syntax issues and problems in payloads e.g., invalid characters
  • Understanding of XML validation - XSD and Schema tron, can validate messages locally
• Familiarity with document formats;
  • XML, ED I, IDOC and CSV files
• Base knowledge of Unix / Linux commands (mv, cp, grep, find, transferring a message to/from the server via command line, tail, less to view logs, ps to find active processes)
• Base knowledge of MySQL and database commands (select, insert, update, delete and backup)
• Base understanding of XSLT and Flat File transforms (XPaths, XSLT templates, conditional checks e.g., if + choose, operators, functions such as sub strings, how lookups are called etc.)
• Version Control
  • Able to compare versions for troubleshooting
  • Ability to commit, tag in GIT and deploy changes via ADM,
  • Able to commit in SVN (APAC staff)
• Familiarity with transport technologies: AS2, X400, HTTP, SMTP, SFTP
• Base knowledge of v2 and v3 Adapters
  • Troubleshoot existing config
  • Setting up locally Adapter configuration for testing
  • Troubleshooting errors with the adapter starting or when running
• Comfortable with foundational investigation required for any issue (gathering source data, logs, config, mappings)
• Understanding of Hub Management
• Basics of Security Certificates – (what is a private key password, keystore password, public certificate, private certificate, difference between using a cert for SSL and encrypting/decrypting data)
• Good knowledge of at least 1 Proagrica web apps - one of these being AIMS
• Good knowledge of Dashboard Plus and ICE / CALM (no reports of missed failures/in-progress messages, alert to VIP queue issues, no unattended repeated alerts and regularly maintaining dashboard/alerts page throughout the day)
• Foundational knowledge of JMS and SonicMQ (e.g., Dead Message Queue, JMS test client to browse messages, difference between queues and topics)
• Identification of configuration and mappings (e.g., can work out how a message gets from A to B and what Adapters are involved) with some assistance required.

Experience

• Recent graduate or some previous 1st level experience
• BS Engineering/Computer Science or equivalent experience required

• Be highly self-motivated and proactive
• Have strong communication and documentation skills (written and oral).
• Excellent customer service skills and a desire to help people.
• Have a good working knowledge of MS Windows and Unix/Linux OS
• Have a working knowledge of XML concepts
• Have an understanding of relational databases and SQL Queries
• Demonstrate an analytical approach to troubleshooting
• Possess a team player attitude and excellent interpersonal skills

Although not required, any knowledge or experience in the following will be highly regarded:

• XSLT/XPATH
• Previous experience in IT support
• MySQL

Collectively, our talented team and integrated…