Application Support Analyst

Permanent @Garniche Jobs London in IT
  • Heathrow, Greater London View on Map
  • Post Date : June 23, 2022
  • Apply Before : July 24, 2022
  • Salary: £0 - £3500000
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Job Detail

  • Career Level Manager
  • Experience Fresh
  • Industry Development
  • Qualifications Certificate

Job Description

Proagrica are looking for an Application Support Analyst to join our team. An excellent opportunity for someone who is interested in developing a long-term career for a leading technical service and operations department, in a highly visible and customer facing role.
About the role:
The Proagrica Network has 27k+ trading connections enabled through it, integrating global business electronically with an array of message formats such as IDOC, EDI, XML. As a Tier 1 Application Support Analyst you will involved in troubleshooting for our customers and internal employees.
Naturally, customer service is imperative in this role. Our business depends on happy customers, and you will maintain customer satisfaction when our software & systems aren’t quite operating to plan, as well as enhancing their experience when everything is running smoothly.
We love people with passion, drive, talent, humility, grit and determination. Rate yourself on these, if you’re at least an 8/10, then great news.
We hire based on a good personality fit with the company, but it is also essential you have an aptitude for working with applications/systems to undertake: analysis, diagnosis, rectification of issues (including documenting failures, mapping errors, lookup updates) and monitoring the progress made in resolving complicated technical issues which have been escalated to colleagues in other tiers. You will become familiar with Interlok™, our leading integration technology and the numerous technology platforms we provide to our customers.
Full training and mentoring will be provided, the ideal candidate will be capable of learning independently and enjoys challenging themselves, in tandem with our more formal training and coaching.
About you:
* You love people. Interacting with people gives you energy, and you feel good when you’ve helped someone out.
* You love teamwork. Your ideal day is when you and the team have worked together to solve a problem.
* You want a role where you can use your intellect and people skills every day and where these are valued and rewarded.
* You have a positive attitude and are a fantastic communicator.
* You have a passion technology and learning new things.
Responsibilities Include:
* Analysing & triaging customer issues and ensuring the correct requests are dealt with by Tier the Tier 1 team or escalated to Tier 2 engineers.
* Reading, inspecting & understanding Interlok configurations and XSLT mappings for troubleshooting.
* Maintaining a high degree of customer service for all support queries and participating in customer calls where necessary.
* Proactive monitoring, making sure our systems and the Proagrica Network are operating without any faults, identifying errors before customers report them.
* Debugging Java stack traces and analysing log files.
* Tracking and tracing through messages reported by customers or which are flagged up on dashboards to find the root cause.
* Working with a variety of protocols for example JMS, AS2, SFTP, X400, SMTP.
* An IT background (education/work experience).
* An inquisitive mind and problem solver.
* Good working knowledge of database commands for example for MySQL.
* Good working knowledge of the Unix/Linux command line.
* Outstanding written and spoken communication skills (with customers and to liaise with the Tier 2 team or other teams).
* Any other language e.g. French, German – written & oral.
* Experience in a technical support or help desk role.
* Experience in supporting in-house software and platforms.
* Experience in a programming language (e.g. Java).
* Reading and understanding XSLT.
* Experience reading & editing of XML, EDI, IDOC, CSV files and other text formats.
* ITIL qualified.
* Experience with ELK (Elasticsearch, Logstash and Kibana).
* Knowledge or hands-on experience with message brokers e.g. SonicMQ, IBM WebSphereMQ, RabbitMQ, ActiveMQ.
Additional information:
This is a full-time, permanent position, Monday to Friday with occasional cover for some public holidays.
We do offer 24/5 urgent infrastructure support. While after-hours requests are rare, you may be on call occasionally to manage a customer issue, for which a shift allowance would be received.
We are a rapidly growing company, and we don’t believe in business as usual, at Proagrica you’ll have a say in decisions that are relevant to your work, and to the strategy and success of the wider business.
We’re interested in people, not duty machines: if you’ve got something to add beyond your role, and ideas to change and improve your contributions, we’re all ears

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