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Application Support Engineer (Remote)

Company: The HT Group
Location: Austin
Posted on: April 8, 2021

Job Description:

Support Engineer(SQL)The Role:Strategic GoalThe primary function of this role is to manage all service requests to provide total satisfaction to clients, partners and stakeholders through all communication channels: phone, email and web portal. To provide high quality, in-depth technical analysis and supporting information to internal and external stakeholders in the shortest possible time frame, as well as contributing to best-in-class Incident Management resolution.Key Objectives & Responsibilities--- Analyzing and responding to B2B service requests from our client / partner base.--- Raising and monitoring the progress of tickets, escalating internally as required.--- Contribute to ticket prioritization discussions, representing the clients' interests internally.--- Produce consistent daily management KPI statistics as directed by team management.--- Providing an inbound response service for clients and partner via the telephone, e-mail and the web.--- Providing proactive key account management to promote the eSuite service and ensure a high standard of satisfaction for clients / partners, including outbound calling and service review meetings.--- Ensuring client SLAs are met daily in terms of inbound call handling and service request fulfilment.--- Liaising with various internal departments to ensure all data related information is accurate.--- Provide support to obtain more in-depth information in relation to service requests from clients / partners.--- Provide quality technical information on all client / partner related service requests which are escalated to 3rd line, allowing developers to investigate quickly with an accurate view of the scope and effect of the issue.--- Assistance in the creation and management of stored SQL tools for the use by first line analysts.--- Act as a process owner for all system monitors running as scheduled SQL tasks and ensure integration with the wider suite of monitors deployed in eSuite.Job Description Page 4 - Private & Confidential--- Provide technical expertise when gathering information from clients as to the nature of any data fixes as well as carrying these out with a robust audit trail and in line with company Change Control policy.--- Extract data in support of client / partner queries, to provide an understanding of the background for a given presentation.--- Provide specific data extracts as requested by clients / partners.--- Support internal business stakeholders on technical client support activities, including and not limited to on-site client facing meetings and supporting colleagues during off-site meetings.--- Collaborate effectively with business functions across the company in pursuit of high quality and prompt client / partner support.--- The ability to understand and write complex T-SQL queries.--- Carry out Problem Management duties in respect to any major and minor incidents as one of the incident management team members.--- The ability to work well under pressure and continuously prioritize the few key critical tasks impacting clients / partners.--- Familiarity with REST API calls as part of investigations would be advantageous.--- Provide pro-active assessment of existing system functions and working processes to identify areas of improvement as part of Continual Service Improvement.--- Provide support to first line analysts through creation of and support with stored Presto SQL queries in AWS Athena, for their use in initial triage of service requests.--- Provide training and guidance to other team members on investigation best practice in support of their own work and to allow them to self-serve where possible.--- Participate and deliver on all the departmental assigned KPI and contribute to Daily Management in support of complying with client contractual SLAs.Skills & Experience Required--- Ability to work well under pressure and continuously challenging oneself to focus on the key critical areas whilst load balancing the overall output, in conjunction with direction from linemanagement.--- Must possess excellent client service skills, remain calm, patient, empathetic and polite in all situations.--- Excellent verbal communications skills: will be confident and articulate, able to absorb information and disseminate it clearly to others.--- Able to build positive relationships with colleagues.--- Open to giving and receiving constructive feedback.--- Have an analytical, problem-solving approach with an eye for detail.--- Have strong commercial awareness.--- Can build and maintain strong relationships with key account clients / partners.--- Must possess good IT skills (ITIL Foundation would be advantageous).--- Familiarity with Presto SQL and C# is advantageous.--- Familiarity with REST API calls as part of investigations would be advantageous.--- Use of ticketing systems such as Jira and Freshdesk / Zendesk.--- Understanding the importance of data protection (including GDPR) is advantageous.--- A firm belief and understanding in the value of procedure and version control.--- Use of T-SQL and SQL Server Management Studio.--- Familiarity with Presto-SQL an advantage, for use in AWS Athena systems.--- Familiarity with Linux an advantage.--- Familiarity with SQL analysis, debugging and trouble shooting.--- Demonstrable familiarity with managing clients both in conjunction with normal investigations and in support of resolving incidents.--- Experience with regular service review meetings and discussing active tickets in support of triage.

Keywords: The HT Group, Austin , Application Support Engineer (Remote), Engineering , Austin, Texas

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