Data Support Engineer

About Us

We're an innovative tech consultancy - a team of problem solvers. Since 1993 we've been finding better ways to solve complex technology problems for some of the world's leading organisations and delivered solutions that millions of people use every day.

We bring together experts from diverse backgrounds and experiences in a collaborative and open culture to deliver outstanding outcomes for our clients, and a stimulating and rewarding environment for our people.

We're looking for hands-on Data Support Engineers with an understanding of data technologies and service ecosystem to help to deliver, manage and evolve data pipelines and systems on some of the most exciting digital programmes around, with clients in a range of industries.

You may have some experience in data engineering or looking to move from a desktop support role into a more challenging position and enhance your career.

You'll work with our Managed Service teams alongside service analysts, service delivery managers, developers, architects, designers, analysts and product owners to support and resolve incidents and to drive innovation and automation, tooling and data infrastructure development.

We encourage continuous learning, so as well as the opportunity to work with some of the brightest and best in the industry, we have learning paths to software engineering, cloud engineering or Service Management available for those looking to advance their careers.

You will have an opportunity to join our cloud or data academy as well to further your career and learn more about cloud technology.

Responsibilities include:

• Working with our service delivery teams to help support data infrastructure
• Helping to complete backlog items to evolve client's data infrastructure
• Researching and identify solutions to cloud infrastructure issues
• Analysing and organising raw data
• Building data systems and pipelines
• Conducting data analysis and report on results
• Preparing data for prescriptive and predictive modelling
• Combining raw information from different sources
• Exploring ways to enhance data quality and reliability
• Identifying opportunities for data acquisition
• Developing analytical tools and programs
• Collaborating with data scientists and architects on several projects
• Asking customers targeted questions to quickly understand the root of the problem
• Tracking data related issues through to resolution, within agreed time limits
• Talking clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide accurate tech solutions
• Ensuring all issues are properly logged
• Prioritising and manage several open issues at one time
• Following up with clients to ensure their IT systems are fully functional after troubleshooting
• Preparing accurate and timely reports
• Documenting technical knowledge in the form of notes and manuals
• Maintaining strong relationships with clients

You will be familiar with using various methods to transform raw data into useful data systems. To succeed in this data engineering position, you should have strong analytical skills and the ability to combine data from different sources. Data engineer skills also include familiarity with several programming languages and knowledge of learning machine methods. If you are detail-oriented, with excellent organizational skills and experience in this field, we'd like to hear from you.

An understanding of Microsoft, AWS or GCP technologies and Python or Java is a plus. If you are naturally a helper, enjoy assisting people with data related issues and are able to explain technical details simply, we'd like to meet you.

The role will have flexible working hours on a shift system and will possibly include occasional late night shifts or out of hours working.

Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Requirements for the role

• To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering or the equivalent level of experience
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Understanding or additional certification in Microsoft, AWS, Google or similar technologies such as Terraform
• Technical expertise with data models, data mining, and segmentation techniques
• Knowledge of programming languages (e.g. Java and Python)
• Hands-on experience with SQL database design
• Great numerical and analytical skills
• Data engineering certification (e.g Microsoft or AWS Certified Data Engineer) is a plus
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Jira, ServiceNow)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal