Application Support Engineer

1 week ago

Cambridge, Cambridgeshire, United Kingdom Vix Technology Full time

About Vix Technology

Vix Technology is a global leader in intelligent transportation systems and automated fare collection, with a presence in 200 cities worldwide. Our mission is to make public transport more accessible and cost-effective for all.

We are passionate about innovation and collaboration, combining cutting-edge technology with an open mindset to deliver best-in-class solutions for transit agencies and operators. Our latest fare collection solutions support Mobility as a Service (MaaS) by providing multi-modal, multi-operator EMV and account-based solutions globally.

Our Role in the UK

Vix plays a significant role in UK public transport, handling payments for major bus operators and tram networks. We provide platform validators for Train Operating Companies (TOCs) across the UK, totalling over 2400 devices. Our Central Booking Engine (CBE) sits at the core of LNER's digital retail platform, enabling omnichannel retail and improved passenger communication.

Job Description

We are seeking a proactive and dedicated Application Support Engineer to join our innovative team supporting the Central Booking Engine (CBE). As an Application Support Engineer at Vix, you will play a vital role in supporting and developing applications that shape the future of our industry.

Key Responsibilities:

  • Investigation, ownership, and resolution of incidents in accordance with ITIL processes
  • Assist the Team Leader with internal/external communications on incident progress, with clear understanding of risk and impact to customer and other stakeholders
  • Build and maintain internal knowledge base to facilitate knowledge transfer across support department
  • Collaborate in the development, maintenance, and support of cutting-edge applications
  • Provide technical expertise to troubleshoot and resolve issues
  • Implement and optimise applications for high performance
  • Work closely with cross-functional teams to ensure the seamless deployment of solutions
  • Actively participate in the innovation and improvement of our applications

Experience/Qualifications/Knowledge:

  • A strong foundation in application support with experience in a similar environment
  • Experience of working within an ITIL framework to investigate and resolve incidents
  • Build and maintain internal knowledge base to facilitate knowledge transfer across the support department
  • Foster a culture of delivering high levels of customer satisfaction
  • Potential to attend customer review meetings as required
  • Experience with Splunk / Kibana or similar application monitoring tools
  • Experience using SOAP UI
  • Knowledge of SQL and experience in database management

Desirable:

  • Bachelor's degree in Computer Science, Software Engineering, or a related field
  • ITIL Foundation or Interest in obtaining an ITIL Foundation qualification
  • Knowledge of cloud platforms like AWS
  • Knowledge of working with a variety of operating systems, including Windows, Linux, and Unix.

Personal Attributes:

  • Passion for Innovation: An enthusiastic and forward-thinking attitude toward application support and continuous improvement.
  • Adaptability: Willingness to work across different technology and changing client requirements.
  • Results-Oriented: A drive to meet and exceed goals and consistently seek improvement.
  • Team Player: Strong teamwork and collaboration skills to work effectively with colleagues and clients across multiple teams.
  • Dedication: A commitment to going the extra mile when necessary, including working beyond standard business hours to meet contractual requirements or project deadlines.
  • Effective Communication: Ability to communicate clearly and effectively to ensure information is conveyed comprehensively.
  • Problem-Solving Mindset: The capability to identify when to work independently and when to escalate issues with a proactive approach to overcoming technical challenges.

What We Offer:

  • A truly flexible working environment
  • A focus on learning and development
  • A great team of like-minded professionals
  • Private Healthcare
  • Income Protection Scheme
  • Pension
  • Group Life Assurance
  • Cycle to Work Scheme
  • Electric Car Benefit Scheme
  • Employee Assistance Programme
  • Eyecare and Spectacle Vouchers

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