To operate PayPoint Production Computer systems ensuring that service delivery meets internal and external customer SLAs.
Proactive 24x7 monitoring of Paypoint Online Transaction processing and bespoke applications which support PayPoint’s 12x7 Call Centre.
Ensure that all scheduled shift tasks are completed successfully at the specified time.
Identify tasks that do not successfully complete and ensure that details of the failure are recorded on our Incident Management System.
Attempt to resolve where ever possible any failure within Op’s before passing for a call out to the Duty Manager
Follow the agreed recovery and escalation procedures when incidents occur.
Provide prompt and professional communication of all incidents to internal and external customers.
Ensure that all scheduled backups are completed using the correct media and restores are performed within target SLA's.
Complete ad hoc change requests within the specified time-scales and document the results.
Produce accurate reports for Paypoint’s internal and external customers within the agreed timeframe.
Use the correct procedures and checklists when performing tasks, highlighting and ensuring any discrepancies are highlighted.
Act as the primary technical contact for PayPoint clients, ensuring all communication are managed professionally.
Provide first line support for Facilities related issues at our primary and secondary sites outside normal business hours.
Consistently develop knowledge base for all PayPoint schemes and systems
Be proactive in helping PayPoint’s internal and external customers
Shift swap where ever possible (This will not always be possible however will be visited prior to offering overtime)
Qualifications and Experience:
One years experience in a Windows environment
Good communication skills both written and oral, especially when talking to non ‘technical’ staff.
A recognised qualification in Information Technology.
ADDITIONAL REQUIREMENTS / INFORMATION (e.g. hours, shift work, travel)
Shift Work – Operators will be required to work on a rolling 12 hour shift pattern 2 days on 07:00-19:00 / 2 nights on 19:00-07:00 with the following 4 days off shift. Responsibilities will include our secondary site and will include occasional travel to the site, which is located 6 miles from the primary site.
Will be required to be fire warden and First Aid trained.