Location

The role is fully remote. However, elements of the induction process may require attendance at the office in Penrith and there will be occasions where attendance at in-person team meetings will be required. Any business travel and/or accommodation costs will be covered by the company. 

The Company

SFG20 provides a web-based software platform to make building maintenance schedules available to service engineers in the field as well as to design engineers. Over 800 organisations subscribe to SFG20, including museums, libraries, councils, retailers, the NHS, and manufacturers. SFG20 is headquartered in Penrith, Cumbria and has an office in central London.

The SFG20 platform contains approximately 1,200 maintenance schedules for over 70 different asset types. The platform can be accessed through a mobile application and its API allows integration with Computer-Aided Facilities Management (CAFM) and other third-party software providers.

SFG20 has a dominant market position in building maintenance instructions, maintenance scheduling and costing. SFG20 has ambitious plans to continue to grow revenue by 40% per annum over the next three years. The property and construction markets in the UK and around the world are changing. Data regarding assets is now starting to move through the Design, Build and Operate phases of a building. The Smart Building initiative is revolutionising energy consumption and maintenance. SFG20 plans to be at the heart of this new world.

Role Overview 

We are looking for an experienced Support Analyst to provide 2^nd line support for our primarily AWS cloud-based infrastructure and applications.

The successful candidate will be responsible for ensuring that our systems and applications are running smoothly and resolving any issues that arise in a timely, pragmatic, and efficient manner.

In addition, the candidate should have exposure to Terraform/DevOps or a desire to move into this space

Main Purposes:

• Provide 2nd line support for our cloud-based infrastructure and applications, resolving incidents and service requests within agreed service levels.
• Monitor, troubleshoot and resolve issues related to infrastructure and application performance, availability, and security.
• Triage requests on our internal ticketing system
• Participate in the deployment of applications and infrastructure changes to production and pre-production environments.
• Work closely with the development teams to ensure that applications and infrastructure are properly configured and maintained.
• Utilise Terraform to help manage infrastructure as code, making changes to infrastructure in a safe and repeatable manner

Key Performance Areas:

• Incident resolution: Resolve incidents related to the infrastructure and applications that you support. You will be evaluated on how quickly and effectively you are able to troubleshoot and resolve these issues, and how well you document the resolution process for future reference.
• Service level agreements (SLAs): You will be responsible for meeting SLAs for incident resolution, service requests, and other performance metrics. You will be evaluated on your ability to meet these SLAs and to communicate with stakeholders when SLAs are at risk.
• Documentation: You will be responsible for maintaining documentation related to infrastructure and application configurations, as well as documenting incident resolutions and service requests. You will be evaluated on the quality and completeness of your documentation.
• Continuous improvement: You will be expected to continuously improve our infrastructure and processes, including identifying areas for automation, optimization, and cost savings. You will be evaluated on your ability to propose and implement improvements, and to measure their impact.

Qualifications

• Diploma or degree in Computer Science or relevant technical subject OR commercial experience

Desirable

• AWS Certification
• Formal qualifications in core technologies.
• ITIL foundation

Experience

Essential

• Technical support experience in a helpdesk or desktop support capacity
• Support of IT infrastructure, including servers, storage, networks, and security
• Working knowledge of cloud computing platforms such as AWS, Microsoft Azure, or Google Cloud

Desirable

• Experience as a software developer
• Experience in Automation tools such as Terraform and Ansible

Skills

Essential

• Strong troubleshooting skills, including the ability to diagnose and resolve technical issues quickly and efficiently.
• Technical skills related to IT infrastructure, including server administration, network configuration, security, and storage.

Desirable

• Understanding of Node.js, Redis, MySQL, MSSQL
• Multi-tenant SaaS technical architecture.
• Working knowledge of AWS

Behavioural Profile

Key Characteristics

• Focused on building in high quality from the outset.
• Drive to move at pace and deliver quickly and successfully.
• Conscientious but not rigid, strong desire for best practice.
• Excellent logic and problem-solving abilities, with an eye on details and diligent work attitude.
• A balance of subject matter expertise and emotional intelligence.
• Personable, a relationship builder that can influence others.
• Capability to handle multiple responsibilities. Willing to adopt multiple roles and work in what is initially an SME environment. Flexible and adaptable to growth and a changing business structure.
• Good communicator, both verbal and written.
• A professional who reflects the visions and values of SFG20.