Application Support Specialist

1 week ago

Glasgow, Glasgow City, United Kingdom AutoRek Full time
Job Description

Job Title: Application Support Engineer

Job Summary:

We are seeking a highly skilled Application Support Engineer to join our team at AutoRek. As an Application Support Engineer, you will be responsible for providing first-line technical support to our customers, ensuring that all requests for support are logged, categorized, and triaged to meet Service Level Agreements (SLAs).

Key Responsibilities:

  • Technical Support: Provide technical support to customers via phone, email, or in-person, resolving issues related to our application.
  • Ticket Management: Log, categorize, and triage support tickets to ensure timely resolution and meet SLAs.
  • Problem-Solving: Troubleshoot and resolve complex technical issues, escalating to second-line support engineers as needed.
  • Communication: Communicate effectively with customers, stakeholders, and team members to ensure seamless support delivery.
  • Proactive Maintenance: Participate in proactive maintenance and health check activities to prevent issues and ensure system stability.
  • Change Management: Support the deployment of release and configuration changes following our Change Management procedures.

Requirements:

  • Technical Experience: Previous experience as an L1 support engineer or relevant technical experience that would allow you to confidently assess and respond to issues related to our application.
  • Communication Skills: Excellent written and oral communication skills are essential for effective customer interaction.
  • Problem-Solving Skills: Strong problem-solving skills to troubleshoot and resolve complex technical issues.
  • SLA Tracking: Understanding of SLA tracking and ability to meet deadlines.
  • Service Desk Software: Experience in using and updating service desk software.

Desirable Qualifications:

  • Educational Background: Educated to HNC level or equivalent in an IT-related subject.

Why Work for AutoRek?

AutoRek offers a dynamic and supportive work environment, with opportunities for growth and development. We provide a comprehensive benefits package, including:

  • Generous Holiday Package: 34 days of annual leave, including 8 public holidays.
  • Discretionary Bonus Scheme: Opportunities for bonuses based on individual and team performance.
  • Pension Scheme: 4% employer contribution to a pension scheme.
  • Income Protection: Access to income protection insurance.
  • Private Healthcare: Private healthcare for employees and their families.
  • Learning and Development: Access to learning platforms and training courses.

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