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Second Line Application Support Engineer
4 months ago
ROLE: Second Line Application Support Engineer
SALARY: Up to £34,000
LOCATION: Coalville (Hybrid with 2 office days per week - Tuesdays & Wednesdays)
HOURS: Monday-Friday - Shift patterns on Rota Basis: 7am-3pm, 9am-5pm & 11am-7pm
Our client has been embarking on an exciting journey into the SaaS and Serverless technology arena and is continuing to make developments to their product set and applications. This offers a brilliant opportunity to join a constantly evolving technology organisation with a family values core and be able to thrive.
You will be joining an established 1st and 2nd Line Support team and the successful 2nd Line Support will be responsible for helping support their next generation of cloud-based applications, along with a small number of established on premise applications. Having ideally had previous experience within SaaS support, you will need to be passionate about delivering excellent customer service, have a proactive attitude to problem solving, and buy into the team ethos.
You will be working with the Resolver Team with a focus on tackling more complicated customer issues passed through from the first line support team as part of a tiered response team to provide efficient assistance to customers. There will be a focus on joining of developing both product and technical skills to be able to resolve complex issues efficiently and effectively, with the opportunity provided for further development and training in areas of interest.
The team has a collaborative approach, so a team player mentality and a willingness to help your colleague will be a key attribute to the role.
ESSENTIALS
- Excellent customer service & communication skills.
- Excellent analytic skills and problem-solving abilities.
- Ability to multitask and handle multiple simultaneous issues.
- Knowledge of Microsoft Windows Operating systems.
- Working knowledge of SQL Scripting.
- Knowledge of AWS and ideally also Kubernetes.
- Understanding of problem management processes.
- Experience in incident detection, analysis, resolution, and communication.
- Must be able to chieve Security Clearance to agreed National Levels.
- Be able to part of the team providing on call 24/7 support on a rota basis.
We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.
