Careers at Peacock Engineering

Description:

Responsible for receiving, troubleshooting/diagnosing/triaging and working to resolve 1st and 2nd line support queries from PEL’s client base relating to application support of the IBM Maximo software product, using previously-gained extensive knowledge and experience of the IBM Maximo product and its underlying technologies and platforms (such as the IBM WebSphere JVM platform and webserver, SQL database and server OS).

Reporting to: Support Manager
Location: Leeds, Bristol or Little Chalfont
Remuneration: £18,768 to £46,356, dependent on experience
How to apply: Please use the ‘Join the Peacock Engineering Team’ form below to send us your CV

Specific Responsibilities:

• To receive, troubleshoot/diagnose/triage and work to resolution 1st and 2nd line support queries from PEL’s client base relating to application support of the IBM Maximo software product, using previously-gained extensive knowledge and experience of the IBM Maximo product and its underlying technologies and platforms (such as the IBM WebSphere JVM platform and webserver, SQL database and server OS).
• To resolve within own initial involvement where possible, or escalate to 3rd line where necessary, including details of all actions, logs taken, triaging undertaken and potential root causal factor identification.
• To log, prioritise and correctly process incoming issues through the ticketing system (IBM Maximo), adhering to contracted response and resolution times within the pre-determined service levels of the SLAs operated with clients.
• To own and maintain personable working relationships with customers based on trust and customer perceived values of service and technical expertise.
• To keep in continuing contact with the customers regarding open tickets and issues and to provide updates and feedback for the duration of open cases, providing Maximo expertise and advice as and when required.

Skills & Personal Qualities – Required:

Experience working with the IBM Maximo software product within the following capacities:

• Application Support for IBM Maximo, or
• Configuration or development work involving IBM Maximo, or
• Consulting services on IBM Maximo
• Valid and recent IBM Maximo qualification/certification: IBM Maximo 7.6 Functional Analyst certification preferred but will consider earlier version certifications if candidate can provide demonstrable practical experience working with IBM Maximo.
• Ability to triage and diagnose faults and problems effectively and quickly and employ a structured methodological approach to fault finding. Predisposition to personally own incidents and tickets until resolution, and to learn from others when escalating to different competencies rather than to simply pass across outside primary field of personal competence. Ability to effortlessly and effectively simulate, quantify and investigate reported issues in non-live environments in order to triage effectively.
• Ability to work with complete autonomy once tasks have been allocated and briefed through daily stand up meetings.

Skills & Personal Qualities – Desired:

• Experience working helpdesk or support desk an advantage but not essential as it is considered more important for this role that the specific technical skills required to be successful in this position could be covered.
• Ability to effectively and professionally interact and communicate with clients in the course of diagnosing and resolving their incidents and issues: a viewpoint empathic to client considerations is essential.
• Experience within the field of Application Support would be very advantageous; experience supporting any bespoke web-based application which utilises a backend database and application/web servers would be of interest. Experience with SQL querying to triage and fix in the backend database an advantage. Java/J2EE, IBM WebSphere or Apache Tomcat, and relational database experience in SQL, Oracle or DB2 advantageous.
• Experience supporting or working with mobile device, iOS or Android applications in commercial application, and experience with mobility application backend platforms such as IBM Mobile First would be of considerable interest. Mobile Device Management software experience a distinct advantage. Working in a Support or Application Support role closely together with a mobile app dev team an advantage.
• General IT and networking/OS skills are essential: Active Directory, Windows Server, DHCP, DNS, SSH, SSL, SNMP, VMWare, SQL Studio etc.

Due to considerable amounts of virtual working and interaction with colleagues in different physical locations within both the UK and internationally, it is essential that the successful applicant has the drive and ethic to succeed working in small teams physically but in larger efforts virtually. Self-drive to communicate constantly using web collaboration and video conferencing is essential.

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