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3rd Line App Support Engineer & IT Ops Full Time

at Assa Abloy in London (Published at 16-04-2019)

3rd Line App Support Engineer & IT Ops,

Software Operations Team, R&D

Want to do work that improves people's everyday lives and desire interesting Problem Spaces?

We are always looking for talented, passionate people who are curious and eager to do the best work of their lives at an innovative forward-thinking company. We offer a fun, supportive, collaborative workplace.

From the futuristic Traka21 product you can buy online, through to Enterprise solutions for the world's biggest companies you interact with daily, at Traka you are a part in making a difference to everyday lives.

Whether when you buy a new car or take it to be serviced, are hurt and go to A&E, do your grocery shop, buy your wedding gifts, stay at a hotel, go to a theme park, need emergency services, or even when you drink water from your tap, there are Traka solutions deployed around the world powering these and more.

We are also part of ASSA ABLOY, a 45 billion SEK organisation, including Yale & HID, belonging to the Global Solutions division who offer a range of On-Premise and Cloud solutions for the world around you.

Our solutions and culture incorporate everyone's perspectives, so we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, or disability status.

Where you will fit within the business:

You will be joining the Software Operations team that collaborates with the Software Development team. We have a culture of freedom, leadership, innovation, self-discipline and follow DevOps principles. We are part of the R&D department where Mechanical, Electronics & Software are designed and made in-house.

What your purpose will be:

You will primarily be performing 3rd Line Application & API Support and Advanced Professional Services to help drive Customer Success for our own solutions in addition to supporting integration with global access control systems. You will enhance R&D and our products via IT Ops on Nutanix Enterprise Cloud.

Some interesting facts and cultural norms for the team you will join:

We like to have fun as we go about our work! We openly engage with global teams and always think of the overall good when solving a problem. We strive to continually learn new things together and on our own.

We trust, support, and treat each other with dignity and respect. It's okay not to know the right answer and to admit it, as the team together can find the answer. We challenge ourselves often, fail fast, learn & adjust.

Most Friday lunchtimes we have a meal in a local Olney country Pub with a mix of people from other teams.

We are happy to tinker with electronics whether at work or at home and three of us have our birthday on the same day & month (but not year) so lots of cakes get eaten on that day!

More about you:

You like having a high degree of autonomy, you learn rapidly and eagerly, you are self-motivating and flexible; you do not wait to be told what to do and never feel "that's not my job". Reprioritisation is not a problem and you challenge yourself to work outside of your comfort zone.

You are a team player, you like helping others and you are always ready to both help and ask for help when needed. You share information and knowledge openly and proactively.

You enjoy being able to get under the skin of what our products are and how they work and readily want to identify the value for the team's internal and external customers.

You have an open mind towards a choice of technologies - not a hard preference that may block learning.

What experience we would like you to have from your first day:

  • You have proven support experience and always remain curious after finding a workaround

  • Experience with Identifying root-cause product faults within .NET code of distributed applications

  • Collation and communication of the code fault to Software Development teams

And for those looking to impress (or brownie points???):

  • Supporting applications that interface hardware or access control such as OnGuard, CCURE etc.

  • Experience with DevOps automation technologies, Python or other relevant scripting languages

  • Cloud based technologies including monitoring, Docker and orchestration such as Kubernetes

Some of the recent technologies we're using within the team:

  • .NET Full & Core (C#), Python, JS/TypeScript, REST API's

  • AWS/Azure, Nutanix Enterprise Cloud, Windows/Linux, Windows CE/Win10 IoT

  • Docker, Octopus Deploy, RabbitMQ, Splunk, SQL Server Windows & Linux, Azure SQL

Your mission should you choose to accept it:

  • Investigate escalated 3rd Line product faults to code level for our distributed applications

  • Assist our partner developers with usage of our REST API's and investigate any issues

  • Analyse our products for compatibility, Enterprise and Cloud scale

  • Operate, manage and extend our Nutanix Enterprise Cloud environment for R&D

  • Operate, manage and extend an Enterprise scale deployment of physical and simulated systems including SQL Clustering, Application Failover, AD, instrumentation etc. using modern IT Ops

  • Deliver Advanced Professional Services e.g. complex T-SQL, PowerShell, migration, AWS/Azure etc.

  • Work alongside our Operations Developers within the team, who unleash the performance of the team itself and other teams

    Sign me up! But wait, what cool things do I get?

  • Core hours with flexible start & finish times and occasional working from home opportunities

  • Bi-annual discretionary bonus, 'Refer A friend' scheme

  • Access to online benefits portal and ASSA ABLOY Family Brand discount (Yale)

  • 2 x Annual salary life cover and Company Pension scheme matched up to 5%

  • Childcare voucher, Access to Employee Care scheme

  • Company high performance laptop and Individual Pluralsight Training subscription

  • Opportunities to spend time with technical staff in other divisions around the world

  • Annual Summer BBQ, free Tea & Coffee, Fruit delivered weekly to the office

  • Casual dress code, On-site parking

  • 25 days holiday + bank holidays + Free day holiday for Christmas Eve

    More about us:

    Originally the manufacturer of one of the world's first electronic key management systems in 1990, Traka are now world leaders in innovative technology for sophisticated, intelligent key and asset management solutions. Traka became part of ASSA ABLOY in April 2012, the world's leading manufacturer and supplier of door opening solutions, meeting tough end-user demands for safety, security and convenience.

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