Support Engineer Apprentice (Bango.net Limited)

Firebrand Training have an exciting new opportunity for a Support Engineer Apprentice with Bango.net Limited, a Technology company based in Cambridge.

The Role:

With a passion for learning and a ‘can do’ attitude you will join a team that monitors and maintains the Bango environment. Bango utilise a wide range of cutting-edge technologies to deliver its services and is actively scaling its operation on a global basis to support its growth. Working for Bango you will have high personal integrity, honesty, reliability, and dedication.

Duties will include:

• Provide level 2 technical support to all Bango Partners, demonstrating a customer focused attitude and technical expertise within the Bango systems.
• Work closely with first level, acting as a mentor, to ensure BAU tasks can be fully absorbed by 1st line engineers and therefore covered 24/7
• Provides documented guides and technical workshops to peers to ensure appropriate knowledge sharing
• Key role during incidents, including diagnosis, troubleshooting, root cause identification, service restoration, clean up activities and implementation of preventative measures as well as internal and external communications (Either directly or via escalation)
• Responsible for the completion of OIR reports for Major Incidents
• Pro-active approach towards development/Implementation of working tools, workaround processes and automations to ensure effective management of the Bango environment
• Work closely across functions (including Engineering, Delivery, Finance and other Bango teams) to seek support when needed, ensuring priorities are aligned and SLA’s are met
• Responsible for documenting and implementing internal change requests within the operations team including full test plan. (i.e. certificate rotations)
• Keeping stakeholders updated regarding any complex ongoing change, activity or incident affecting the service in line with contracted SLA’s
• Partner onboarding - configuration tasks for existing and new customers joining the Bango platform
• Monitoring set up and configuration, and regular thresholds review with first line team to ensure reduction on false alarms as well as effective platform monitoring
• Attend and participate in customer scheduled meetings to assist / troubleshoot live issues when needed (e2e testing)
• Reporting and reconciliation activities to diagnose potential operational issues causing records alignment

• Willingness to learn
• Transparent
• Detail orientated

• GCSEs including English and maths GCSE, grade A*-C/9-4 or equivalent (Essential)