Digital Solutions - Application Support Technician
Kensington, London, UK Req #723 19 April 2024
Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $ and employing approx. 22,000 people worldwide.
CACI Ltd is an international data and technology consultancy with £154m turnover and 1100 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference.
We provide expert advice and hands-on system management to help our national and global clients get the most from technology and data. We use innovation wisely to deliver well thought-out digital solutions and software.
CACI's Information & Management Solutions division provides a range of software, Consultancy and managed services to clients. With experience and understanding of systems integration, analytics and secure cloud and managed services, we help clients improve operational processes, gain greater insight into their business and reduce costs.
From data integration, web reporting and activity-based costing to mobile working, telecom operational support systems and online transactional solutions, we help our clients to understand their business, manage performance and deliver value for money services to their customers.
Who we are:
At CACI we help clients transform their businesses using data and technology so they’re ready for todays and tomorrow’s challenges. Digital Solutions is a team of 125 and growing; we design, build, and operate complex cloud, digital and data platforms for some of the UK’s leading public and private sector organisations including BMW, Mitchells and Butlers, Police Digital Service, Ministry of Justice, Home Office, National Records of Scotland, National Air Traffic Services, and Network Rail.
We’re passionate about delivering great outcomes to our clients and are proud of our long-term engagements in both ongoing project delivery and service management.
We’re innovators too, with a new venture, CACI Digital Forensics Laboratory, having launched in 2022.
What you’ll be doing
This is an exciting opportunity to join Digital Solutions as a First Line Application Support Technician, which is part of our expanding Support Team. Working in a dynamic fast paced environment, the successful candidate will be expected to take the lead in setting up a first point of contact for our clients and provide fast and useful technical assistance. With excellent technical knowledge, you will be able to communicate effectively to understand the problem and explain its solution.
The ideal candidate will be quality driven and self-motivated, having experience of working within a structured technical support environment with some exposure to ITIL service management practices.
Responsibilities:
1. Act as the first point of contact for end users seeking technical assistance via phone and email.
2. Perform troubleshooting through diagnostic techniques and pertinent questions.
3. Determine the best solution based on the issue and details provided.
4. Provide fast and useful technical assistance including application support.
5. Walk the customer through the problem-solving process.
6. Direct unresolved issues to the next level of support.
7. Record events and problems and their resolution in logs.
8. Follow-up and update customer status and information.
9. Pass on any feedback or suggestions by customers to the appropriate internal team.
10. Identify and suggest possible improvements on procedures.
Who you are:
Passionate about technology, professional, motivated, collaborative, and continually seeking to learn and develop. Excited about the opportunity to work in a full lifecycle software business.
Must Have:
The successful candidate will have experience working within application support:
11. 2 years’ experience as a first line application support technician.
12. Tech savvy with strong knowledge of office automation products, databases, and applications.
13. Clear understanding of computer systems, mobile devices, and other technical products.
14. Ability to diagnose and resolve basic technical issues.
15. Outstanding written and verbal communication skills.
16. Customer-oriented and level-headed.
Note: Candidates must be eligible for
We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Successful candidates must have the right to work in the UK.
Other details
17. Pay Type Salary
18. Job Start Date 14 May 2024
19. Kensington, London, UK
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