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About Sapphire Systems: Sapphire is the largest digital operating transformation provider to the mid-market and mid-enterprise clients. Our mission is to turn operating friction into digital business momentum. Through the passion and expertise of our people, we unlock the cloud-delivered operating platforms, digital user experiences, data analytics, and intelligent automation that transforms our client’s operational performance. We are globally significant partners for SAP, ServiceNow, Automation Anywhere, Infor, Hexagon and AWS, and we have transformed the digital operating capacity, capability, intelligence and resilience of over 1,250 clients in the UK and US through our portfolio of consulting, design, delivery, lifecycle service, and cloud services. Job Summary: Reporting to the Sapphire Beyond Programme Director, the role requires the person to work with an established team. The team provides 24 hour x 7 days per week technical hotline/direct dial-in support to Sapphire’s SAP Business One and Infor SunSystems customers’ base. The role is application support based and the successful candidate will be expected and required to have expertise in at least three or more of the following areas:- Microsoft Server operating systems (2008 / 2012) and SQL Server (2005 / 2008 / 2012, including SRS) (basic database administrator level) Microsoft SQL Server Demonstrable experience with hosting and virtualisation technologies (Hyper –V, VMware) Microsoft Terminal Server/Citrix technologies (Presentation Server 4.5, XenApp 5+, XenApp 6+) ITIL Foundation Infor SunSystems* SAP Business One * Networking technologies Requirements Duties/Responsibilities: Understand user requirements and requests to allow fast and efficient deployments of customer environments.Understand the entire structure of the environment and continue to assess additional requirements (infrastructure and software), vulnerabilities and maintain the system in good working order ensuring continued up time.Confer with management and/or users to discuss issues such as computer data access needs and configuration changes.Work closely with the Network Security Officer (NSO) to ensure appropriate ISO 27001:2013 compliance is maintained around data access and availability within the support estate.Document procedures and any testing in a comprehensive manner to allow team members to self learn.Train the broader Sapphire Anywhere and Sapphire Technical support team(s) on deployment methodologies (VM) and surrounding best practices around any specialist knowledge including ITIL specific practices.Monitor use of data files and regulate access to safeguard information in computer files within the support estate along with system performance.Daily review of system monitors and backup jobs to ensure all jobs have been completed successfully and no customer system is in a warning or down state.Review data storage (customer) and platform usage to minimise data and resource (VM) redundancy. Ensuring that the keeping of customer data is maintained at ISO standards.Stay up to date with industry standard technologies required for platform delivery such as Microsoft Windows Server, Microsoft System Centre Security ensuring a continued dialogue with peers and management to share relevant updates Experience and Required Skills Should be a team player and capable of handling work pressure as and when required.Working on day to day technical support for external customers based across globe with high standard of customer satisfaction and technical support delivery.Liaison with 3rd party and software suppliers to reach an end to end solution for customers.Working in shifts would be expected apart from UK working hours (Work from home option available for odd working hours)Eager to explore and learn new forthcoming technical skill especially related to Microsoft, Citrix.Installation of various financial applications as per requirement based on the installation guide availableTroubleshooting and managing any application issues which could arise due to Operating System / Database or hosting platform (e.g. Citrix, VMware)Call handling, Registering, Updating and timely closure of support logged calls ensuring customers positive feedback.Open to learn and troubleshoot (from tech prospective) Financial Applications e.g. Infor SunSystems / SAP Business One etc.
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