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Application Support Specialist
2 weeks ago
Safety is everything
Job Summary
We are seeking an Application Support Specialist to join our dedicated team, providing first‑line and second‑line support for our radar‑based systems and software solutions used in mission‑critical applications. You will ensure that customers receive timely and effective resolutions for both hardware and software issues, helping to maintain the reliability, performance, and integrity of our solutions in the field under all conditions. You will also carry out root cause analysis, provide clear technical documentation, and support continuous improvement efforts.
A Bit About Us
We're a top-notch innovator and award-winning designer of radar solutions used in the commercial sector. Our ground breaking technology is utilised by clients all over the world. All our cutting-edge solutions are designed and developed by our inhouse R&D teams.
Our parent company Halma plc is a global group of life-saving technology companies. Our collaboration ensures we can continue to deliver the most advanced safety and security solutions in the market solidifying our mantra of 'Safety is everything'.
Locations:
We have 2 work locations in South Oxfordshire – One at our Grove facility which is located in a new building on the recently developed Grove Business Park, and one in Ardington less than 10 minutes away within an easy commute from areas of Reading, Swindon, Newbury and Oxford
Job Description
THE ROLE
Reporting to the Service Operations Manager the key responsibilities are:
- Provide timely, thorough, and accurate resolutions to incidents reported by our customers.
- Classify support tickets, collect pertinent information, investigate, triage and resolve customer issues.
- Maintain a sense of ownership of the issue throughout its lifecycle.
- Create and curate FAQs and support Guides.
- Develop and maintain sufficient in-depth technical knowledge of our bespoke Software applications.
- Use a variety of software tools to accomplish support tasks and resolve customer issues.
YOUR COMPETENCES
- Self-starter, interest in learning
- Takes ownership of issues
- Customer focused
- Attention to detail.
- Excellent verbal and written communication skills
- Ability to liaise confidently with the customer in a high-pressure environment
Knowledge & Experience
- A minimum of 2 years' experience working in a customer facing role supporting complex business solutions, ideally those that involve an element of hardware
- Understanding of IT systems, IP networks, network equipment operations, Windows and/or Linux operating system and typical command line diagnostic tools such as SSH, telnet and trace route
- Experience of working within a Microsoft environment (Windows, Office, etc.)
- Experience of working with helpdesk support systems to the management of customer issues.
- Right to work within the UK
What's in it for you?
We have a wide range of benefits to suit you. These include:
- Flexible working with the option of working a 9-day fortnight - meaning you get every other Friday off work, in addition to 25 days annual leave
- Buy/sell holiday scheme
- Parental leave up to 14 weeks full pay
- Cycle 2 work scheme
- Electric vehicle car scheme
- Company shares scheme
- 5% employer pension contributions
- GP24 which gives you the option to have a phone/video consultation with a GP at a time and day that suits you
- YuLife app that rewards you for daily activities which you can redeem as vouchers, discounts or charity donations
- Gym discounts
- Referral scheme
- Employee Assistant Programme
Our Values
Our values are what make our company what it is. They are created by our teams, for our team.
**EXCELLENCE
PROGRESSION
COLLABORATION
CUSTOMER**
We are always looking for the right people so, even if you don't feel that you tick every box, if you feel that the role and the company would be a good fit for you then please get in touch with us.
