Tasks and Qualifications
Job Specification
* Maintaining excellent communication with customers, stakeholders and internally within DAI whilst also focusing on following internal procedures
* Providing support for bespoke applications via telephone and email
* Being able to make application‑sensitive decisions to mitigate potential disruption to service and filtering automated system alerts
* Proactively monitoring large‑scale business‑critical systems
* All technical tasks are carried out with accuracy after an assessment of risks when performing actions on live customer applications
* An inquisitive mind with some flexibility to travel to customer sites will aid understanding customers’ operations and aid in enhancing technical skills and knowledge of DAI’s industry
* Familiarity with the use of incident management and reporting tools with a demonstrable ability of working in a customer‑facing role would be a prerequisite
* A flexible approach to working shifts including nights and weekends is also a fundamental requirement of the role and growing with the company
Essential Skills
* Exceptional verbal and written communication skills
* Excellent listening skills are also essential when trying to comprehend customers’ reported incidents then translate them into technical and functional terms, as necessary
* Being able to multi‑task within a fast‑paced and highly structured environment
* The ability to apply logical thinking in an engineering capacity; coming from a strong software engineering or computing background is beneficial
* Other personable skills are also essential to the RCC roles such as being a team player as well as keeping sight of the overall team goals as this will prove invaluable to personal development and progressing technically
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