Support Engineer



Job Description The Support Engineer will be part of the Publishing Technology team providing 1 st class operational support across a wide range of functional areas including, but not limited to, subscriptions billing and management, CRM, customer ticketing, editorial platforms, email campaigning and identity management and distribution. The primary responsibility will be to provide a range of level 2 and 3 application support services including responding to and troubleshooting issues raised by users, daily monitoring, new installations, software upgrades and project work. Analyse, diagnose and identify root cause to problems Manage assigned incidents including prioritising, closing and following up within defined service levels Work with cross functional teams and external vendors to resolve issues and identify workable solutions Perform daily monitoring verifying the integrity, availability and completion of business critical processes and integrations Review critical alerts from vendors and communicate to users and stakeholders Review and analyse impacts of scheduled maintenance alerts from vendors Provide support to users and cross functional technology teams in using and interpreting application functions, processes, data and integrations Perform logical user access reviews in accordance with company security policies Ensure change control records are raised for any change impacting applications and services Ensure PII/PCI data is transmitted only via safe and encrypted methods.

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13 Dec 2019


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