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Problem manager - Support

  • Location: South East
  • Salary: £30000 - £40000 per annum + benefits
  • Job type: Permanent
  • Sector: IT & Information Security

Security Clearance




Working Patterns

Rota based covering 8am to 6pn Monday to Friday with on-call. Some allocated tasks may dictate working outside of office hours and/or travel to offsite contracts where appropriate/required.

Job purpose and context

This is a technical role providing incident and problem management to a number of clients using Microsoft products, in particular MS Dynamics CRM, MS SharePoint and .net. The person appointed will join an existing team providing support for these applications.

To act as a point of escalation for the Service Desk identifying workarounds and providing technical support. Liaise with affected Users, other IT support teams, business areas and third parties in the investigation, resolution and escalation of problems & incidents ensuring that all OLAs & SLAs are met

To minimise the impact of problem tickets and prevent their re-occurrence by providing remote diagnostic application support for CCRS products and supported services.

Take responsibility and ownership to help diagnose root cause and resolve problems.

Create and maintain technical documentation relating to the system design of
CRM and other applications under the responsibility of the Application Support Team

Apply software patches, upgrades and deploy new versions of the application

Carry out daily checks on high risk areas of the application

Follow agreed change control procedures, Complete impact assessments and carry out deployments for any changes to production instances

Identify new working methods, initiatives and technologies to improve the level of service provided by the team to both the business and other IT support teams

Core Competencies

Has experience supporting and/or developing in Microsoft environments
Ability to liaise effectively with clients and other support teams
ITIL Foundation qualification
Proficient in one or more of the Microsoft Desirable Skills below
Strong problem solving and analytical skills.

Educated to a degree or equivalent level

Experience in one or more of :-

* Microsoft Dynamics CRM
* Microsoft SharePoint
* Microsoft Windows Server
* SQL Server
* Single and Multi-tier systems
* Database/application backup and recovery, including disaster recovery
* Performance monitoring and tuning

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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