Graduate Trainee (Support Engineer)

Job Summary:

The Graduate Trainee (Support Engineer) is responsible for providing technical support and expertise for the Graphene application, systems and in-scope customers solutions, ensuring their optimal performance and functionality. This role involves troubleshooting Graphene application issues, working with cross-functional teams to resolve incidents, and supporting end-users with technical queries related to Graphene and the associated systems. As a Graduate Trainee (Support Engineer), you will also provide technical analysis, troubleshoot issues, and contribute to the enhancement of the overall Graphene Operations and support, analysing system performance, and recommending improvements or optimizations.

• Technical Support:
  • Provide technical support and troubleshooting expertise to resolve issues related to the Graphene products, applications and infrastructure.
  • Analyse technical problems and identify root causes from cases and issues identified from our customers or through the automation channels.
  • Understanding of analytical software such as Datadog, Splunk and device logs to perform the analysis of technical problems.
  • Validate and recreate technical scenarios experienced in the Production environment as part of the Defect Management process. Log all validated defects into Aha and follow the Defect Management process.
  • Where required, collaborate with developers and engineers to further assist to identify root causes and to implement solutions.
  • Dcument technical solutions, processes, and support workflows to support knowledge-sharing and future scalability
  • Prepare detailed technical documentation, including software design specifications, system architecture diagrams, and user guides.
  • Support system upgrades, patches, and deployments in collaboration with the development and infrastructure teams.
  • Provide training and guidance to end-users and peers on Graphene application functionality and best practices.
  • Track, update and manage tickets through the PMC ITSM platform, maintaining regular customer facing case updates and resolving cases within SLA’s (Freshservice being the current tool of choice).
  • Prepare user guides, FAQs, and basic training materials.

• Experience in progressing cases against Service Levels.
• Analytical skills with the ability to interpret data and make informed recommendations.
• Good communication skills, capable of explaining technical solutions to non-technical stakeholders.
• Good understanding of analytical tools and scripting languages (e.g., Python, PowerShell, Datadog, Splunk or equivalent).
• Ability and desire to increase knowledge and understanding of analytical tools, technologies and scripting languages via on-line learning courses as directed by the Graphene Operations Manager.
• Understanding of systems integration, automation platforms, and workflow orchestration.
• Proficiency in troubleshooting and root cause analysis of technical issues.
• Knowledge of infrastructure components, and Software development processes

• Problem-solver with a continuous improvement mindset.
• Strong attention to detail and proactive approach to issue resolution.
• Ability to work effectively unsupervised and in a team.
• Eager to stay up-to-date with the latest technologies and automation trends.

• Will be required to work a shift system to cover customer operational hours.
• Will be required to be part of an on-call rota within the Graphene Product Support Services team.
• Hybrid or remote working is permitted in line with the company policy and as agreed with the Graphene Solutions and Operations Manager.