2nd Line Support

2 months ago

Leeds, United Kingdom System C Healthcare Full time

We are currently seeking 2nd Line Support (Application Support Engineers in our world) to join our team supporting local authorities in utilising Liquidlogic's market leading Education and Social Services and Case Management software.

We are looking for the Application Support Engineers to be hybrid working within our Leeds Office on Park Row.

**Main Responsibilities**:

- Responsible for 2nd and 3rd line support functions as part of the Application Support team.
- Investigate, analyse and problem-solve Incidents raised via our Incident Management System, Jira
- Liaise with Problem Management, Development and Product teams as well as Third Party subcontractors when required.
- Communicate with customers regularly over issues and problems that they encounter.
- Take ownership of allocated customers and be their named dedicated engineer ensuring that Incidents are managed and resolved within agreed Service Level Agreements.
- Support customers on our own hosted servers as well as on-premises servers.

**Skills and Experience**

This is a customer facing role which requires good interpersonal skills, technical understanding, and the ability to work as part of a team but also demonstrates initiative when working alone. This is together with the skills outlined below:
**Essential**:

- Strong analytical and diagnostic skills.
- Knowledge and experience of working with SQL Server and writing SQL / T-SQL queries for fixing data issues.
- Ability to prioritise and execute tasks.
- Excellent time management/ownership of personal Jira queues.
- Strong written and verbal communication skills both internally and externally and ability to communicate with other members of the team.

**Desirable**:

- Data Warehouse/Business Objections experience.
- Knowledge/experience of 3rd line software support.
- Jira/Confluence knowledge.
- Supporting external customers using remote software.
- Experience of monitoring software/server administration.
- Knowledge of Social Care/Education software support/processes.

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