Application Support Engineer
This role is ideal for individuals who are passionate about delivering exceptional customer service and have a keen interest in technical problem-solving.
You will be responsible for managing and resolving support tickets, working closely with our team to ensure timely resolution and high-quality service delivery. This involves investigating and troubleshooting issues, escalating complex problems, and providing out-of-hours support for VIP customers.
* Key Responsibilities:
* Ownership and management of tickets, adhering to SLAs and priorities
* Software application and hardware managed services
* Resolving issues, updating customers, closing tickets, and documenting as required
* Handling inbound telephone calls and processing emails
* Creating/updating various support documentation/knowledge articles
* Investigating and troubleshooting reported issues with the team
* Escalation of issues and risks
* Printer/terminal support
* Creating and updating reports and dashboards within Zendesk
* Providing out-of-hours on-call support to VIP customers (rota based)
* On-site client support when required
Required Skills and Qualifications:
* Service-desk experience
* Technical & Application support experience
* Experience working in an ITIL-based team
* Experience working within strict customer SLAs
* High competency in MS Office applications
Desirable Skills and Experience:
* Experience working within software development environments
* Understanding/experience of technical languages such as XML, CSV, JSON, SQL
* Experience with BI tools
* Experience with Jira/Zendesk
* Supplier management
* Business-to-business customer service experience
About the Role:
This is an exciting opportunity to join a dynamic team and contribute to the delivery of exceptional customer service. If you are a motivated individual with excellent communication skills and a passion for technical problem-solving, we encourage you to apply.