This role is provided by Peaple Talent. Your actual pay will depend on your skills and experience — discuss with your recruiter for more details.
Base pay range
Direct message the job poster via Peaple Talent.
Peaple Talent has partnered with a leading software company in Poole, currently expanding their support team. They are seeking Application Support Engineers to join a dynamic team responsible for support, investigation, and management of support tickets. The role involves troubleshooting issues, resolving where possible, and ensuring tickets meet customer SLAs with high service quality.
Occasional on-site visits are required, so a driving license and access to a personal vehicle are essential.
Key Accountabilities
* Ownership and management of support tickets according to SLA priorities, aligned with ITIL incident and problem management processes.
* Providing software application and hardware managed services.
* Resolving issues, updating customers, closing tickets, and documenting solutions.
* Handling inbound calls and processing emails to the support mailbox.
* Creating and updating support documentation and knowledge articles.
* Investigating and troubleshooting reported issues collaboratively.
* Escalating issues and risks appropriately.
* Supporting printer and terminal issues.
* Creating and updating reports and dashboards within Zendesk.
* Providing out-of-hours on-call support (overnight and weekends) for VIP customers on a rota basis.
* Providing on-site client support when necessary.
Required Skills and Experience
* Experience in technical and application support.
* Experience working in an ITIL-based environment.
* Proven ability to work within strict customer SLAs.
* Proficiency in MS Office applications: Word, Excel, Outlook, etc.
* Experience in software development environments.
* Understanding of technical languages such as XML, CSV, JSON, SQL.
* Experience with BI tools.
* Familiarity with Jira and Zendesk.
* Business-to-business customer service experience.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Software Development
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