To enhance their global support team, our client is hiring a Level Two Support Developer with strong, proven customer-facing services experience. The Level Two Support Developer will build and expand upon their professional and quality support service to all customers and ensure customer satisfaction by meeting or exceeding internal Service Level Agreement targets and expectations. The successful candidate is expected to maintain a professional, courteous and customer service-focused attitude always.

This Level Two Support Developer will apply a mix of technical leadership, application programming, analysis of production defects, incident, activity prioritization, as well as interacting directly with customers (both remotely and on-site).

Main Responsibilities:

• Primary responsibility is to provide excellent direct customer support service to clients worldwide
• Support & maintenance of web applications based on .NET 4.5 technology
• Ensure support requests are managed and resolved within the agreed service level agreement (SLA)
• Interacting with customers remotely and on client sites, directly as incident owner or supporting local Customer Support team in a mentor capacity
• Ownership of critical or major incidents for customers
• Provide regular updates to users to ensure they kept fully informed of developments
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction
• Investigation/analysis of production defects to ascertain their root cause
• Bug fixing, and application of fixes to production and non-production environments
• Develop change requests from detailed design specifications
• Working with other developers to ensure deadlines are met
• Adhere to the company’s coding standards
• Managing the deployment of new releases
• Creation and updating Knowledge Base
• Creation and updating of technical documentation.
• Close cooperation with other members of the technical teams, external suppliers, and the technical team on the client side.
• Preparing technical specifications
• Interacting with other teams within the company
• Participate in on-call duties rotation for out of hours support

Requirements

Experience:

• Minimum 5 years development experience
• At least 2 years .NET ideally mostly of C# 2.0, ASP.NET 4.5, XML
• Min. 3 years of experience in programming T-SQL or PL / SQL.
• Knowledge of JavaScript, JQuery, HTML, CSS.
• Experience in administration and troubleshooting with MsSQL and IIS.
• Technical expertise in the field of operating systems and networks will be an advantage.
• Experience in programming in Bash/regex (the analysis of large blocks of the system log) will be an advantage.
• Knowledge of ITIL
• Excellent communication and interpersonal skills
• Proven experience of working to Service Level Agreements (SLAs)
• Knowledge of the financial services industry an advantage

Education:

• Degree or Diploma in Computing or similar related qualification
• Microsoft Certification an advantage