BI 2nd Line Engineer
Would you like to develop your career within a fast-growing technical domain and to work with innovative technology alongside those developing the next generation aircraft, providing support for the configuration and use of the client's solution? We currently have a vacancy for a BI 2nd Line Engineer at our site in Warton.
As a BI 2nd Line Engineer, you will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated, updated and managed within SLA. The remit of this role will include working across teams consisting of developers, product managers, technical support and software engineers.
This role will provide you with a great many training opportunities and will support you in your self-development within a culture that embraces diversity.
Your main responsibilities as a BI 2nd Line Engineer will involve:
Managing the support of customer issues
Investigating incidents related to the products
Completing Access requests to BI and Finance Systems as required
Using initiative to process and prioritising faults according to incident type and in line with SLA
Correctly assigning calls to resolver groups or individuals
Authoring knowledge-based articles for both internal staff and customers
Being involved in the regular running of data fixes
As required, applying environment configuration or localisation settings
Ensuring technical documentation is up to date
Exceptional Incident Management skills with the ability to identify root cause and applying solutions to resolve
Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to root cause and suggestions for solution
Ensuring all time spent is accurately logged on the Service Desk system
Excellent ability to transfer Knowledge within a team
Your skills and qualifications:
Working in a service desk environment
Working with remote desktop software
Experience within the Business Intelligence Field including Tableau and Service Now
Microsoft SQL Server, including writing SQL database queries and understanding and following through complex SQL to establish the root cause of issues
Technical operations and technical troubleshooting
Trend Analysis and Problem Management
Writing technical documentation and knowledge base articles
MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
An understanding of SLAs and their importance
Strong relationship building, influencing and negotiating skills
User Administration - Active Directory
Managing / Assisting with Technical Releases and Deployments
Working within a software development company
Advanced Microsoft SQL server including stored procedure, schemas and functions
Agile software development
JIRA and Confluence
Knowledge of MotioCI - IBM Cognos, TM1 and Qlik
What we're looking for in you:
You will have good communication skills and be customer focused. You will understand technical instructions and be able to communicate technical information to others. You will be confident working with the minimum of supervision and have responsibility for the quality and timely delivery of your own work.
Ability to organise and co-ordinate areas of work for yourself and others
Benefits: Our employees receive an excellent benefits package which includes a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. We also offer a range of additional benefits such as flexible working, an employee assistance programme, Cycle2work and many local and national employee discounts. Some employees may also be eligible for an annual incentive.
BAE Systems Air
If you'd like to make a real difference where it counts, BAE Systems is the place for you.
From keeping soldiers, sailors and pilots safe to helping countries prosper, from developing the next generation of supersonic aircraft to investing in the next generation of super-smart talent - at BAE Systems, we work together to give our customers an essential edge in protecting the things that really matter. Lives, livelihoods, ways of life.
As part of our Air team, you could be working at the edge of what is technologically possible, shaping the future to ensure our customers are ready to face challenges we cannot even imagine today. You could be developing and evolving the technologies that will defend the UK for generations to come and supporting our customers around the globe.
Join us and you'll be encouraged and rewarded to excel in this important work. Apply your talent where it counts.
We recognise that an inclusive and diverse workplace - where all employees feel respected, valued and able to achieve their full potential - is vitally important. Not only does it inspire creativity and collaboration, it's good for business. We celebrate our differences and believe our diverse skills, abilities and perspectives strengthen our culture and our overall performance.
We welcome applications from all suitably qualified people.
Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and/or your place of birth may limit those roles that you can perform for the organisation.