Application Support Engineer

3 months ago

Cambridge, United Kingdom Vix Technology Full time

Make The Connection.

About Vix Technology

Vix Technology is the global leader in intelligent transportation systems, automated fare collection, and transit analytics. With customers in 200 cities around the world, Vix embraces the complexities of modern public transit to create best-in-class solutions for transit agencies and operators. Vix is passionate about connecting people and communities, combining an open, collaborative mindset with cutting-edge technology to make public transport more accessible and more cost effective for all.

Our latest fare collection solutions support Mobility as a Service (MaaS) by providing multi-modal, multi-operator EMV and account-based solutions globally. In the UK, we support transport operators and local authorities with critical solutions for passenger information, fare collection, revenue protection, and fleet management. We are a major supplier of bus fleet management and real-time passenger information, serving four of the largest operators and over 30 local authorities.

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

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.

This role provides level two and three support for all internal and external customers, providing technical assistance, incident resolution and where required will be the conduit for escalation to engineering, partners or other parts of the business. This is a hybrid position with a component of regular attendance on-site at our Cambridge offices. Additionally, you will need to be available for an on-call roster as part of the team.

We regret that this position is only available for UK citizens/Residents with indefinite leave to remain in the UK, with current full time work rights for the United Kingdom, currently residing in the UK.

What is CBE?

The Central Booking Engine (CBE) platform is a crucial component of the digital retail ecosystem for a UK train operator. It offers an integrated ticketing system across various sales channels, including web, mobile, vending machines, and on-board sales. This integration provides a consistent customer experience, reduces support and enhancement costs, offers customer behaviour insights, and enables targeted promotions. CBE also integrates with third-party providers and industry feeds, making it a versatile and comprehensive system for the rail industry.

We are a global organisation at Vix - embracing the strength that individual diversity brings to the collective. Bring your individual orientation, cultural heritage and distinctive thinking and experience – we want to hear from you

Key Responsibilities:

Investigation, ownership and resolution of incidents in accordance with ITIL processes To 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 Stay up-to-date with the latest technology trends and share knowledge within the team


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 Strong problem-solving skills with the ability to work in a collaborative environment A proactive approach to identifying and resolving technical challenges Effective time management skills for efficient prioritisation Strong communication skills to convey technical concepts to both technical and non-technical stakeholders


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. Familiarity with a development language such as C# or Python


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.

Besides the opportunity to work for a global company that is customer and people focused, 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


Sounds good? Then apply now. Get on board today

Add your resume and anything else to showcase why you would be a great addition to our team. We regret that this position is only available for UK citizens/Residents with indefinite leave to remain in the UK, with current full time work rights for the United Kingdom, currently residing in the UK.

No recruitment agencies, please We won’t accept any introductions.

Vix Technology is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and want to build a workforce as diverse as the community we serve. We aim to have a work environment where everyone feels included and everyone can realise their full potential.

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