Support Engineer - Fluent Commerce OMS

Job purpose / Impact on the Business:

• The Support Engineer will work as part of the Managed Services Team, providing a single first point of contact for Ayatas customers, for the resolution of incidents and the administration of service requests/minor enhancements.
• The job holder will be required to accurately assess diagnose and resolve issues ensuring a detailed description is supplied, within the ITIL incident toolsets.
• The aim of the Support Engineer is to resolve as many of these incidents as possible and to monitor, track, own the communication ref the resolution of incidents by development if required.

Key accountabilities:

• Responsible for providing support for managed services in line with customer Service Level Agreements
• Provide a single point of contact for all customers, processing and coordinating timely responses to incidents and keeping customers appraised of progress to achieve incident resolution within agreed service levels.
• Incident tickets are monitored into the various Service Management toolsets (customers toolsets are also used) and liaise. With development if required to ensure that all incidents are resolved within SLA
• Maintain incident and alert tickets in the Service Management toolset with accurate information relating to actions taken, escalation and resolution.
• Escalate any incidents that can not be resolved by managed services to the appropriate team.
• Take ownership of the customer incident or request and see it through to resolution.
• Create a positive impression of the managed services by building a rapport with the customer, focussing on business needs, and delivering best possible customer service.
• Communicate customer updates in a positive and professional manner.
• Perform trouble shooting and incident resolution.
• Work with 3rd Party suppliers to resolve incidents.
• Play an active role in contributing to and maintain a knowledge base of
• technical documentation used by fellow team members or customer incident teams.
• Maintain and enhance the procedures, training documentation, knowledge.
• base and other supporting documentation to ensure that managed services is as self-sufficient as possible.
• Completion of Tasks and service requests
• Complete a successful hand over at the start of each day in the DOP so managed services support is aware of all things.
• Adhere to processes & policies (e.g., ITIL): Incident management, Problem management, Service Management toolsets, SLA management, performance reporting; responsible for ensuring consistent execution of processes, as applicable.

Measures : -

• Engineer productivity
• Compliance with standard operating procedures
• Compliance with agreed escalation and communication processes
• Maintenance of a service knowledgebase
• End-user satisfaction / dissatisfaction ratings
• Improved incident resolution rates within the service desk
• Adherence to process, policy and procedure and defined support KPIs/
• SLAs/OLAs
• Reduction in technical and customer escalations in relation to the incident management process

Key interfaces (internal and external):

• The key people, functions, and organisations (internal and external) with whom any job holder would be expected to interact to carry out the role effectively.
• Our customers
• Projects/Development
• Support Manager
• Head of Managed Services
• Partners

Skills and Capabilities Profile: Leadership / management / personal / technical skills and knowledge

• Proactive individual able to work in a fast-paced and constantly changing environment.
• Excellent and demonstrable interpersonal and communication skills, both verbally and written
• Customer focussed attitude with positive approach. Treats all customers with respect and courtesy.
• Excellent telephone manner, listening and empathy skills. The ability to tailor personal approach to deal with customers with different levels of understanding.
• Problem solving and diagnostic skills.
• Team player; works with and supports the rest of the team. Shares ideas and innovations
• Flexible and adaptable to change.
• Good knowledge of service management toolsets and best practice e.g.: Jira Service Management, Confluence, ADO, MS Teams, REVO
• Proven experience & understanding of Fluent OMS, Workflows
• Span of technical knowledge to encompass MS Windows, Networking, MS Office suite.
• Adherence to IT policies and processes to ensure consistent quality of service.
• Proven track record of least 1 2 years in Managed Services, Support Desk
• Awareness of ITIL4, ideally with Foundation certification