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2nd Line Application Engineer
Application Team Leader
MAIN PURPOSE OF JOB
Respond to incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
Work with team members to ensure a managed workload.
Provide a point of technical escalation and expertise for 1st Line Engineers.
Provide assistance to Team members and Analysts as required.
Ensure all implemented solutions are supported with documentation, training and expertise within the Service Desk and Support areas.
Escalate potential service issues initially with Team Leader/Service Desk Managers/Service Delivery Managers.
Recommend and deploy changes via the change management process when required.
Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
Work with 3rd Line and CDW Consultants to better understand issues and resolutions.
Provide technical assistance to on-going projects and the transition of new customers when required.
KNOWLEDGE AND EXPERIENCE