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Technical Support Specialist

2 months ago

Harrogate, North Yorkshire, United Kingdom Jigsaw Full time

Position Overview:

The Jigsaw team is seeking a skilled and proactive Technical Support Specialist to enhance our Application Support Team.

In this role, you will report directly to the Application Support Manager and will be ideal for individuals eager to expand their IT/Application support expertise within a rapidly growing organization.

The division focuses on various digital customer-oriented brands, providing a diverse array of insurance solutions, including Lifestyle, Motor, Pet, Childcare, Health & Wellbeing, and Specialist Disability/Mobility.

Your responsibilities will involve collaborating with our internal Software Development team, Application Change team, and external application providers to ensure effective Application support.

The successful candidate will possess strong communication skills to engage with both technical and non-technical stakeholders, fostering relationships and delivering exceptional application support.

Informal on-call duties will be part of the role. Competitive compensation packages are available, along with a company smartphone for personal use.

This position offers ample opportunities for professional growth and development, including the chance to pursue relevant qualifications.

You will be supported in your career advancement within a nurturing environment. Key Responsibilities:
  • Serve as the primary contact for all Application support inquiries, addressing issues from 1st line to 2nd line.
  • Diagnose and resolve software incidents, ensuring clear communication with the business.
  • Assist end users with software-related challenges as needed.
  • Take ownership of issues, conducting problem analysis to implement temporary or permanent solutions, escalating incidents when necessary.
  • Accurately log, update, and document requests using the Application Support helpdesk system.
  • Create and update knowledge-base articles to enhance application support documentation.
  • Participate in project activities as required.

Act as a liaison between internal and external technical teams, ensuring effective communication and coordination throughout the support process.

Adhere to Application Support processes and compliance standards.

Perform additional duties as assigned by the Application Support Manager or senior management that align with the role.

Experience Required:
  • Proven experience in an IT/Application support environment.
  • Exceptional communication skills with experience engaging both Technical and Business stakeholders.
  • Strong problem-solving abilities and meticulous attention to detail.
  • A proactive approach to issue resolution and a positive attitude.
  • Ability to manage your workload effectively.
  • Excellent interpersonal skills.
  • Strong written and verbal communication capabilities.
  • Ability to engage in technical discussions when necessary.
  • Enthusiastic, self-motivated, and focused on delivering quality outcomes.
  • Collaborative and creative mindset.
Desirable Qualifications:
  • Degree in IT or a related field.
  • Intermediate skills in database administration.
  • Familiarity with tools such as Jira and Confluence.
  • Understanding of data protection risks and knowledge of UK GDPR.
  • Experience with insurance policy administration and claims systems.
  • Knowledge of digital teams, particularly within regulated business environments.
Additional Information:

In addition to a competitive salary, we offer a range of benefits, including:

  • Hybrid working model with a mix of office and remote work.
  • Generous holiday allowance with the option to purchase additional days.
  • Death in Service benefit of four times the salary.
  • Company pension scheme.
  • Enhanced maternity and paternity leave packages.
  • A flexible benefits package allowing customization of your overall compensation.
  • Access to discounts on various services and products.
  • Referral schemes and discounted rates on company products.
  • A comprehensive employee benefits and welfare package.
  • Opportunities for professional development and apprenticeships.
Why Join Us?

At Jigsaw, we take pride in our achievements and have received numerous industry accolades.

If you are looking to be part of a company that values its people and fosters a supportive work environment, we encourage you to explore opportunities with us.

We are committed to creating a diverse and inclusive workforce and do not discriminate based on any protected characteristic.