IT Support Specialist 3

About the Team/Role
We essentially need someone from a system administration and/or system operation and/or production support and/or Application Support Specialist background.
The IT Support Specialist performs the following major tasks:
To ensure that all fuel and gift card processing requirements are completed in a timely and efficient manner. To provide first & second level IT application support for all WEX AU business users, including PC support where the End User Support team is not available and where agreed. Ensure all monitoring during business hours and a/hours are met. To meet all SLA requirements, complete all assigned tasks within the agreed deadlines set with the team leader and or business projects. To become an SME of AU applications/service assigned in AU; cross-training, documentation, monitoring and support are all part of the day to day role. To minimize production failures ensure peers are able to support the services from 1st level / 2nd level perspective. Ensure a level of maintenance is carried out on all QA/UAT environments for both fuel and gift card business. (User Access, monitoring of application and services are to name a few). Comfortable with shift work (working AU time from 3AM-12PM)

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• The scheduling, monitoring and successful completion of all fuel & prepaid system processes, including billing process, production & distribution of billing & customer reports.
• Generation & distribution of any Adhoc customer reports - from both business lines.
• Responsible for the archival process, including ensuring that data is sent to off-site storage and retrieved as necessary as well as critical system backup monitoring.
• First and Second Level support on all AU applications, escalation to 3rd level where necessary, and management of issues until resolved. Track learnings, update procedures and policy to eliminate repetition.
• Running the daily run sheet and its tasks successfully, Maintenance of the daily production schedule and monthly support roster.
• Responsible for the development and management of small assignments.
• Maintenance of all production policy and procedure manuals.
• Training of new and ongoing development of production support officers.
• Responsible for yearly testing of DR procedures where assigned.
• Rostered twenty-four-hour support of critical systems (as defined by IT Systems Operations)
• Raising, tracking and clearly updating tickets with all findings and sufficient completion note is mandatory.

• A degree or better in computing (essential)
• Experience in production support (essential) Unix (preferred)
• Intermediate level of Microsoft Access & Excel (essential)
• Intermediate to Advance level of Microsoft SQL scripting and understanding of SSRS/SSIS packages (essential)
• Knowledge of networking and support (preferred)
• Knowledge of system administration: Logons and passwords (preferred)
• Excellent written and verbal skills and ability to liaise effectively across the business.
• Ability to prioritize multiple tasks.
• Strong focus on delivery deadlines.
• Ability to work flexible hours depending upon production roster.
• Strong levels of Problem solving Skills (essential)