Application Support Engineer

2 weeks ago

Cambridge, United Kingdom Ipsos Full time

The Role 

in 2021, Intrasonics was acquired by their long-term partner Ipsos, the third-largest market research company in the world. Together, we have developed our proprietary passive measurement solution, and are investing in new products to support market research in innovative new ways. As a 2nd Line Support Specialist at Intrasonics, you will work on supporting our clients and internal stakeholders by ensuring that our products are running smoothly and providing timely solutions to any technical issues that may arise. Headquartered in Cambridge, you’ll be working in a collaborative environment with an exceptional R&D team who are constantly refining our technologies and products as well as creating new ones

We are looking for a skilled 2nd Line Support Specialist with a broad range of technical skills. The successful candidate thrives on getting involved in resolving technical issues across multiple platforms and application areas and takes pride in providing great customer service and seeing issues through to resolution. Successful applicants will be responsible for supporting our mobile applications on Android and iOS platforms, as well as web-based applications. You will have the opportunity to work with a team of developers, designers, product and project managers to identify, diagnose and resolve technical issues reported by clients and internal stakeholders. 

This role is based in our Cambridge offices. We operate a hybrid flexible working environment, a mix of 3 days in the office and remote working.

What will I be doing?

Responding to technical issues reported by clients and internal stakeholders through email, chat, phone, and ticketing system. Triaging support issues raised by 1st Line Support Thinking out of the box to mitigate end-user issues quickly  Diagnosing and troubleshooting issues with mobile and web-based applications, and identifying root causes of problems.  Collaborating with cross-functional teams to provide timely solutions and workarounds to technical issues. Providing regular updates to clients and internal stakeholders on the status of their reported issues.  Participating in testing and quality assurance activities to ensure that technical issues are identified and resolved before releasing new products and features. Contributing to the company’s technical support strategy and processes to improve the quality and efficiency of technical support services. Participating in knowledge sharing activities to continuously improve technical knowledge and skills.  Escalating complex issues to the 3rd line support team or developers, and tracking progress until resolution Identifying recurring issues and working with the development team to implement permanent fixes Intrasonics – Software Developer Contributing to the development and maintenance of our knowledge base, documentation, and training materials Collaborating with other support engineers, developers, and product managers to ensure customer satisfaction and continuous improvement of our products and services.

What do I need to bring with me?

To be successful in this role you will need to have at least 3 years of experience in technical support or a similar role, preferably in a software company. You will need to possess excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. 

You will need to have an enthusiastic attitude with a 'gets things done' mentality with a proven strong analytical and problem-solving skills, with attention to detail ability to troubleshoot and solve technical issues related to mobile apps and data processing systems.

You will need to demonstrate the ability to work independently and collaboratively in a fast-paced environment, and to prioritize and manage multiple tasks simultaneously

Mandatory Essential Skills 

Experience with mobile app support, including iOS and Android platforms  Experience with incident management tools, such as JIRA or Zendesk  Experience triaging technical issues and requests  An ability to produce clear, informative supporting documentation  An ability to provide training to both users and 1st line support  Experience tracking, analysing and reporting on common support requests Desirable Skills  Experience with Cloud infrastructure environments, eg. AWS, Azrure, GCP Experience of Linux and Windows server operating systems Scripting knowledge, eg. Python, shell  Knowledge of Hardware support  Knowledge of System Administration Knowledge of Database Administration Bachelor's degree (or demonstrated expertise) in Computer Science, Information Technology, or a related field

What is in it for me?

Ipsos UK offer an attractive basic salary and a rewards package including 25 days annual leave, a pension scheme and a great range of flexible benefits to suit your personal needs. 

In addition to this we have a fantastic Learning & Development offer delivered through a mix of face to face, online or on-demand; you can read more by clicking .

We realise you may have commitments outside of work and will consider flexible working applications - please highlight what you are looking for when you make your application. 

Ipsos is committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We also recognise that this is important for our business success - a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients.

In addition to a competitive salary,

Regular Friday afternoon dedicated to fun projects (of your choice) and learning; Relaxed and informal working environment, with regular team outings (. team lunches, escape rooms, karting, board-game nights, etc) and optional sports lunches (. climbing, running, etc); Complimentary refreshments.

The team also benefits from our commitment to employee wellbeing and Corporate Social Responsibility initiatives including flexible working hours, free access to Cambridge Botanic Gardens, and opportunities to participate in community events raising money for charities . the Cambridge Half Marathon

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