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Application Support Technician
2 months ago
Job Title: Application Support Engineer
Location: Egham, Surrey, UK
Salary: £35,000
Working Hours: 35 hours a week, flexible between 8:00 am to 6:00 pm
Hybrid Working: A minimum of 2 days per week in the office is required.
Reporting To: Application Support Team Lead
Intersoft is a distinguished provider of delivery management software and a proud member of the Royal Mail Group. Since 1993, our innovative software solutions have set the standard in the market, offering exceptional shipping options for retailers and third-party providers.
Our software seamlessly integrates with various carriers, providing smart delivery methods such as Tracked, Click and Collect, Locker Boxes, Next Day, and more, enabling retailers and brands to enhance their eCommerce capabilities.
We are committed to continuous improvement and fostering an environment that empowers our diverse and talented team to innovate and enhance our software offerings. Our dedication to employee satisfaction is reflected in the fact that 96% of our employees believe Intersoft is a great place to work.
Key Responsibilities:
Technical Support and Issue Resolution:
- Provide timely and effective technical support to clients through various communication channels.
- Diagnose and investigate reported issues, identifying root causes and implementing solutions to minimize downtime.
- Maintain comprehensive knowledge of the organization's software applications, including their functionality and integration.
Communication and Documentation:
- Clearly communicate technical concepts and solutions to both technical and non-technical stakeholders.
- Ensure transparent communication with end-users and team members regarding application-related issues.
- Document support processes, troubleshooting steps, and resolution outcomes accurately.
Collaboration and Continuous Improvement:
- Work closely with development teams to prioritize bug fixes and product enhancements based on client feedback.
- Identify opportunities for process improvement and contribute to enhancing support tools and procedures.
- Conduct problem management reviews to identify root causes and implement changes to prevent recurring issues.
User Support and Customer Training:
- Address support requests from end-users, ensuring timely resolution of technical issues.
- Provide training and guidance to clients on effectively utilizing our software applications.
Security and Compliance:
- Ensure adherence to data security and privacy regulations to protect sensitive information.
Key Working Relationships:
Customer Operations Team
Sales & Marketing
Office Manager
Expected Experience & Skills:
- Bachelor's degree in information technology, computer science, or a related field. ITIL Certification and experience with MS SQL Databases and C# .NET applications.
- Proven experience in application support with a history of resolving complex technical issues.
- Strong understanding of database systems and web technologies.
- Proficiency in using support tools and incident ticketing systems.
- Excellent analytical and problem-solving skills with attention to detail.
- Outstanding communication and interpersonal skills.
- Customer-focused mindset with a commitment to delivering exceptional support.
- Able to thrive in a dynamic environment and work both independently and collaboratively.
- Knowledge of IT security principles and practices.
- Willingness to work outside of core business hours when necessary.
What We Offer:
- Fast-growing company with over 30 years of experience.
- Recognized as one of the UK's Best Workplaces for Wellbeing.
- Annual performance-based bonus incentives.
- Comprehensive private health insurance and dental coverage.
- Generous holiday allowance and employer pension contributions.
- Employee assistance programs and support for mental health.
- Flexible working arrangements and a commitment to work-life balance.
- Opportunities for professional development and mentorship.
- Engaging company culture with regular social activities.
Intersoft is dedicated to promoting equal opportunities and embracing diversity. Our success is driven by cutting-edge technology, a talented team, and our commitment to excellence in the delivery process.
