Application Support Expert

7 days ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Nigel Wright Recruitment Full time

About the Role

  • Provide high-quality technical assistance to colleagues and serve as a subject matter expert within the team.
  • Collaborate closely with local and central Support teams to ensure successful project outcomes and meet service level agreements.
  • Anticipate workload demands and maintain a smooth operation.
  • Participate in the Major Incident Response Team and be prepared to respond to critical situations.
  • Act as the point of escalation for technical issues raised by customers' frontline analysts and support colleagues.
  • Offer out-of-hours on-call support and demonstrate flexibility with working hours when necessary.

Key Responsibilities

  • Assume a mentorship role and guide new team members to ensure they are equipped to handle their roles with confidence, whether during regular hours or on-call situations.
  • Be part of an elite team ready to respond to critical situations during on-call shifts or after-hours missions.
  • Play a crucial role in building new customer environments, mastering the art of creating key components without issues.
  • Own specific areas such as shipping queries, factory issues, or scripting and become the team's trusted expert.
  • Collaborate with external partners to ensure new software versions align with our support needs.
  • Assume the role of the Senior Agent, delivering engaging weekly knowledge transfer sessions that make learning enjoyable for everyone.

Essential Skills

  • Experience in containerization technologies, including Docker.
  • Experience in Linux operating systems, such as Debian and Ubuntu.
  • Proficient knowledge of web servers, including IIS, Apache, and Nginx.
  • Experience in Ansible.
  • Proficient knowledge of querying databases, including Microsoft SQL, MariaDB, MySQL, and Cassandra.

Desirable Skills

  • Knowledge of SSL Certificates and virtual server platforms.
  • Knowledge of deployment automation.
  • Proven 3rd line support experience.
  • Knowledge of scripting languages, such as Bash and PowerShell.


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