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Application Support

2 weeks ago

Ellesmere Port, United Kingdom Adviser Plus Full time

Acting as 2nd line support, you will investigate problems or questions raised in respect of the live services that cannot be handled by 1st line support.Where necessary, fixes will be devised, tested and implemented in order to correct problems.Shouldproblems require significant re-design or deeper requirements analysis; these will be raised with the Business Systems team as necessary for future consideration.

**The role and responsibilities of Application Support**:

- Providing support to internal and external customers, ensuring queries are dealt with and Incidents that cannot be resolved without assistance are referred quickly to colleagues for resolution
- Resolving Service Desk Requests (SDRs) allocated to you in a timely manner
- Developing fixes for software defects identified in live IT systems
- Monitoring day to day performance of live IT systems and services (e.g. system logs, error notifications), raising internal Incidents for identified issues that need resolution
- Automating repetitive tasks
- Where appropriate, implementing fully automated “self-service” solutions that reduce the need for manual intervention
- Identifying underlying problems that are giving rise to Incidents, such that root causes can be addressed
- Working closely with business analysts, testers, other developers and users to progress work quickly and effectively
- Supporting wider testing activity e.g. running data-setup scripts
- Acting as an ambassador for the Business Systems team, displaying strong customer care for users (internal and external)
- Collaborating with colleagues as necessary to progress work quickly and effectively
- Carrying out specific ad hoc tasks or projects as directed by the Application Manager

**Skills and experience required to be a successful Application Support**:
Essential
- Excellent communications skills with ability to explain technical issues to non-technical end users and stakeholders
- Strong customer focus
- Team player able to support and collaborate with business systems colleagues
- Analytical approach to problem solving
- Ability to manage and prioritise workload

Desirable
- C# & VB.Net
- ASP.NET Web forms (MVC 4+ desirable)
- SQL

**The successful Application Support will enjoy the following employee benefits**:

- Company pension
- Health cash plan
- Flexible working and home working opportunities
- Free onsite parking
- A generous holiday entitlement which increases with service and the option to purchase additional days
- Many other cultural and lifestyle benefits

**Equal opportunities**:
AdviserPlus is fully committed to the principle of equal opportunities in employment and opposes all forms of unlawful or unfair discrimination, direct or indirect. All employees are expected to promote and work fully in line with the company’s Equal OpportunitiesPolicy.