2nd Line Support Consultant (Security Cleared)

MACS EU ,
Sutton Coldfield, West Midlands
More Details
Job Type: Full-time
Salary: £20,000 per annum

Overview

2nd Line Support Consultant (Security Cleared) MACS EU Sutton Coldfield, England, United Kingdom JOB DESCRIPTION At MACS we are changing the way people manage their assets and workspaces. We fundamentally believe that understanding your assets and making them perform for you is key to business success. Essential to the success of our systems is a quick, responsive user experience. Your job is to drive forward the standards in the support of our systems and the smooth running of the client services. MACS EU LTD provides market leading consultancy and support services across Europe for IBM Maximo Enterprise Asset Management and IBM TRIRIGA Integrated Workplace Management System applications. We deliver solutions that provide our clients with useful intelligence and insights into how efficiently their workplaces are operating, allowing them to get the most out real estate investments regardless of their size, scale and configuration. THE ROLE The successful applicant needs to be a Security Cleared (SC), proactive self-starter who will review, analyse, manage and resolve all TRIRIGA-related incidents and service requests logged by our secure client’s Level 1 service desk. You will use your excellent communication skills to liaise with the customer to understand the requirement and keep them informed of progress, whilst using your keen analytical mindset and team working skills to identify a timely resolution. You will use your organisation and planning skills to ensure that all tickets are kept up-to-date and are resolved within the agreed SLAs. Working with our experienced on-site team, you will develop your technical skills in a globally recognised, industry-leading application, helping MACS to continue delivering excellent service to our long-standing MOD client. Working collaboratively with internal and external stakeholders the successful candidate will be results driven, an excellent communicator and a strong team player. This is a permanent role and the position will report into the TRIRIGA Professional Services Lead. You will be based at one of our client offices in Sutton Coldfield. WHAT YOU’LL DO Our secure client has a highly configured instance of the IBM TRIRIGA IWMS application that MACS support at level 2/3. You will be focused on the timely resolution of service requests and incidents logged by the client at level 1, ensuring successful completion within the agreed SLAs. You will be supported by a team of experienced TRIRIGA developers, consultants and technical specialists, and will gain full training in the TRIRIGA application during your induction period. Thereafter you will be responsible for the management of these tickets and will be expected to report on progress to the on-site MACS service manager on a weekly basis. You’ll be: Able and keen to learn new technologies Confident communicator, both written and verbally Analytical and an effective decision maker Organised and methodical Able to use own initiative but also be an active team player Able to work under pressure whilst paying attention to detail Personable and patient A positive problem solver Approachable and professional Self-motivated Have a flexible working attitude Disciplined and result focused WHAT YOU’LL NEED Required skills: Security cleared Candidates for this position should be highly analytical, problem-solvers, and proficient communicators Experience of a Technical Help Desk (level 1 or 2) Willingness to learn a new technical skill (IBM TRIRIGA application support and development) Desirable skills: Experience of BMC Remedy Smart IT incident logging system Knowledge of IBM TRIRIGA or similar Integrated Workplace Management System (not essential as training will be given) HOW TO APPLY

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