Graduate Trainee (L2)

Summary of the position:
The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency.

Key accountabilities
· Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.

· Recommends changes to resolve recurring issues.

· Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned.

· Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).

· Ensures all calls logged are clearly written so that any team member can understand the issue.

· Takes day to day responsibility for assigning incidents through the incident management system.

· Understands and executes against agreed processes for implementing fixes/changes.

· Understands the impact of non-delivery on the reputation of PMC with the client

· Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.

· Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.

Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.

Requirements

Skills and Experience | Essential:
· Experience on Oracle or Microsoft SQL server database - Certification preferred but not must

· Experience in windows batch scripting

· Experience on helpdesk, incident and problem management as L2 support

· Client interaction exposure

Must be able to converse well in English, both verbally and in writing.

Skills and Experience | Desirable:
· Good understanding of Building tool – Maven, Gradle etc.

· Very good understanding of ITIL framework and processes. ITIL certification is preferred.

· Working knowledge/experience on Linux - preferred but not must

· Able to share ideas with the team and self-confident

· Go-getter and solution-oriented personality

· Very quick learner and keen to learn new things

· Reliable & accountable individual who can manage client interaction