Lead Application Support Engineer

4 weeks ago

Birmingham, Birmingham, United Kingdom Sherborne Talent Solutions Full time

We are seeking a skilled and dedicated individual to take on the role of Senior Application Support Engineer at Sherborne Talent Solutions. In this pivotal position, you will be a key member of the Client Support team, delivering specialized application support to clients throughout the UK and Europe. Your main duties will involve diagnosing and resolving intricate technical challenges, ensuring the seamless operation of support services, and assisting the Application Support Manager in optimizing the performance of the support team and ITSM tools.

This dynamic role requires you to tackle demanding issues while providing outstanding customer service. The team operates on a shift schedule to guarantee continuous support during designated hours.

Key Responsibilities:

  • Technical Assistance: Provide expert guidance for our products, including identifying and resolving issues, proposing solutions, and advising on best practices.
  • Issue Management: Evaluate and address customer concerns using your technical knowledge and the training provided.
  • Client Engagement: Regularly interact with clients through support calls, manage open tickets, prioritize tasks based on customer impact, and advocate for their needs.
  • Collaboration: Partner closely with the Application Support Manager and cross-functional teams to facilitate the release management cycle for clients.
  • Ticket Oversight: Manage ticket queues, ensuring appropriate triage and distribution among the client support team.
  • Mentorship: Offer guidance and training to junior team members, promoting their professional growth.
  • Escalation Management: Work with 3rd line engineers to resolve complex technical issues.
  • Product Communication: Relay product issues to internal development and QA teams, ensuring that defects are clearly understood and addressed.
  • Documentation: Create and maintain technical documentation, including support guides and process documentation.

Qualifications and Experience:

  • Extensive experience in application support or related technical roles.
  • Strong technical capabilities, including familiarity with enterprise applications, databases, and scripting languages.
  • Excellent problem-solving and analytical skills, capable of troubleshooting complex issues and implementing effective solutions.
  • Strong communication and interpersonal abilities, with the capacity to collaborate with cross-functional teams and explain technical concepts to non-technical stakeholders.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Exceptional customer service skills to ensure positive user interactions.
  • Proficiency in Microsoft Office (or equivalent software).

Desirable Attributes:

  • Proficiency in European languages, particularly French, German, or Spanish.

This position offers an exciting opportunity to thrive in a dynamic environment, where you will enhance your technical skills while significantly contributing to customer satisfaction and the overall success of our support team.

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