IT SUPPORT ENGINEER

An IT professional possessing SC clearance is required for the development and support of an IT service to the Army Recruiting and Training Division. The service includes provision of hardware, development of software, support of both hardware and software and providing TAFMIS applications training. Working in an Applications Support team; investigating, managing and resolving TAFMIS application problems and reporting to the Applications Support Team Lead.

The Applications Solver will be required to:
* Provide applications support to TAFMIS users in the form of telephone/email advice as well as "hands-on" corrective action where applicable via Citrix or Skype.
* Refer faults that cannot be resolved within the 2nd Line Apps Support team to the appropriate 3rd Line Support (Development, Infrastructure or Database) team.
* Manage incident queues using the designated incident management tool and ensure that regular feedback is given to users and all applicable SLA's are adhered to.
* Assist with diagnosis of repetitive problems and trend analysis.
* Assist the 3rd Line Apps Support team with incident handling after maintenance releases or upgrade rollouts and during busy periods.
* Use tools such as Windows Active Directory as well as Citrix products to investigate/fix faults with user TAFMIS account and application problems.
* Be familiar with and comply with all TAFMIS account security policies

The role involves a large amount of contact with TAFMIS users by telephone or email and discipline to ensure that accurate records of incidents are maintained on the designated incident management tool in a timely manner.

SKILLS AND EXPERIENCE
* Excellent telephone manner and interpersonal skills.
* Computer literacy and keyboard skills.
* Ability to learn new skills quickly (most TAFMIS applications are bespoke and will have to be learned from scratch).
* Familiarisation with the COTS reporting tool SAP Business Objects an advantage.
* Basic knowledge of databases and SQL an advantage.
* Logical thinker and problem solver.
* Good team player.
* Good written English needed for updating of incident management tool.
* Familiarisation with MS Office products such as Outlook, Word, Excel etc.
* Familiarisation with Software Life Cycle an advantage.
* Familiarisation with Windows Active Directory and Citrix an advantage.
* A technical mind-set an advantage.

REWARDS
ON OFFER IS AN EXCELLENT SALARY OF UP TO £26,500 PER ANNUM DEPENDENT ON EXPERIENCE. TO APPLY PLEASE SEND COPY OF CV OR CONTACT 0 7 5 15 3 24 695. ALL APPLICATIONS ARE TREATED IN STRICT CONFIDENCE