O pozici
Our vision is to create a safe and sustainable world.
Ricardo, member of WSP, is a global strategic, environmental, and engineering consulting company. With over 100 years of engineering excellence and employing close to 3,000 employees in more than 20 countries, we provide exceptional levels of expertise in delivering leading-edge and innovative cross-sector sustainable products and solutions. Every day, we enable our customers to solve the most complex and dynamic challenges to help achieve a safe and sustainable world.
Co budeš dělat
- Monitoring our internal Help-desk system and responding to tickets in a timely manner, ensuring adherence to agreed SLAs.
- Using your technical expertise to resolve Tier 2 incidents and service requests, and managing the life-cycle of issues escalated to Tier 3.
- Performing daily health checks across key applications and infrastructure, proactively identifying and resolving potential issues before they impact service.
- Investigating recurring incidents and working to identify root causes, implementing permanent fixes where possible.
- Collaborating with the wider Business Systems and IT teams to provide technical support and guidance in meetings and ongoing initiatives.
- Maintaining and updating technical documentation, knowledge base articles, and support procedures to ensure consistency and knowledge sharing.
- Supporting application releases, patches, and upgrades, including testing and post-deployment validation.
- Contributing to continuous improvement initiatives within the Applications CoE, including process optimisation, standardisation, and automation.
- Participating in project-based work such as system enhancements, migrations, and new application implementations, working alongside technical and business stakeholders.
- Assisting with user acceptance testing (UAT) as part of project delivery.
- Providing clear and concise communication to end users and stakeholders, translating technical issues into understandable terms.
- Ensuring compliance with IT governance, security policies, and best practices across supported applications and platforms.
Koho hledáme
- Degree in an IT related area or experience in an Application Support role with a provable work history in troubleshooting complex issues.
- Thoughtful, clear communication is a skill of yours; being able to communicate complex messages effectively with clients (internal) and key stakeholders at their level of understanding both via written word (Email, Help-desk updates) or in face-to-face meetings (Teams).
- Being mindful of SLA’s and KPI’s you are a skilled multi-tasker who can handle multiple, shifting, and competing priorities
- You may have worked with an ITSM tool such as Vivantio before and unders
Benefity
- We want you to know how much you are valued. Your remuneration and benefits package will reflect that. You will receive a range of benefits which include support for your physical and mental health.
