2nd Line Support Engineer Jobs in London, United Kingdom
Are you looking to make a difference? So are we...Thanks for stopping by! We’re Doctor Care Anywhere: a leading digital platform, with a clear vision to radically transform the future of healthcare and that all starts with our brilliant team.From doctors and designers to software developers and marketers we’re proud of our people, who love working together to enhance patient experiences for the better. It’s why every year, we help over 2 million people speak to a GP by video or phone, anywhere in the world.Our story started back in 2013, but as we continue to rapidly grow, we’re looking for the very best talent to help us achieve our ambitious goals If you’re highly motivated, hard-working and ready to dream big while having lots of fun at the same time then we want to hear from you today!Your new role:You will be proactively ensuring that all clients receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agreed service levels. Responsible for monitoring the DCA platform and connected services to understand the health of the entire system, responding to events and alerts to ensure the maximum possible uptime is achieved.Driving the Shift-Left strategy by coaching and mentoring IT Service Desk engineers to take on work and grow the next set of 2nd Line Support Engineers. At the same time, working closely with our Infrastructure Development group to support that strategy further and grow into the next Principal Engineer.RequirementsKey accountabilities/ responsibilities:Handle incoming Dynamics 365 / DCA Core Platform queriesHandle incoming technical support incidents, requests and changes escalated and assigned by the IT Service Desk.Being escalation point for the IT Service Desk and 1st Line Engineering.Driving the Shift-Left strategy to the IT Service Desk, coaching and mentoring L1 Engineers to take ownership of tasks and grow them to be the next 2nd Line engineers.Delivering IT Project work as necessary by supporting the Infrastructure Development group when BAU/Operations allow.Working with Infrastructure Development group to develop efficiencies in IT operations and eliminating toil, learning, and growing as a team.Watching the platform health dashboards, listening for alerts, then responding to and/or pre-empting events as they are detected and ensuring the appropriate tickets are raised in the ITSM.Documenting tribal knowledge.Be on-call for OOH support when assigned on the rota.Provide excellent customer service.Working unsupervised to maintain the on-going demands of services.
Original jobs : https://gb.mustakbil.com/jobs/job/862947