Technical Support Specialist
4 weeks ago
System C Application Support Role
We are seeking an experienced Application Support Analyst to join our team at System C, providing technical assistance to local authorities in utilizing our market-leading Education and Social Services and Case Management software.
Key Responsibilities:
- Deliver 2nd and 3rd line support functions as part of the Application Support team.
- Analyse and problem-solve Incidents raised via our Incident Management System, Jira, and utilise application log files, SQL, and other diagnostic tools and methodologies to resolve issues.
- Liaise with Problem Management, Development, and Product teams, as well as Third Party subcontractors when necessary.
- Communicate with customers regularly over issues and problems they encounter.
- Take ownership of allocated customers and be their named dedicated engineer, ensuring Incidents are managed and resolved within agreed Service Level Agreements.
Required Skills and Experience:
- Strong analytical and diagnostic skills.
- Knowledge and experience of working with SQL Server and writing SQL/T-SQL queries for fixing data issues.
- Strong 2nd line software/application support experience.
- Ability to prioritise and execute tasks.
- Excellent time management and ownership of personal Jira queues.
- Strong written and verbal communication skills, both internally and externally.
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