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Technical Support

Hours

Full time

Location

Hybrid

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Application Support Engineer

The role:

    • Provide effective technical support for applications.
    • Troubleshoot issues reported by clients, ensuring issues are documented, tracked, addressed and resolved in a timely manner and in accordance with agreed SLAs.
    • Work closely with stakeholders, business analysts and developers on issue resolution and solution delivery.
    • Effective and regular communication with clients to ensure exemplary customer service is delivered for each ticket raised.
    • Gather and analyse client requirements for RFCs (requests for change), write detailed specifications and assist in their development.
    • Deliver high quality work to strict timelines.
    • Test and document software according to the functional requirements.
    • Assist in the deployment of application updates.
    • With training, assist in debugging existing code, and designing and implementing client RFCs, ensuring code is robust, efficient and reusable.
    • Ensure the best possible performance, quality, and responsiveness of applications.
    • Support other team members and contribute to their training.

Required experience:

    • Experience working in an application or software support role.
    • Strong in analysis and problem solving.
    • Must be highly focused, self-motivated, and disciplined.
    • Excellent communication skills. Ability to present highly complex technical concepts for a non-technical audience.
    • Strong focus on attention to detail, rigorous in testing and completion of a task.
    • Good organisation and able to work under pressure.
    • A willingness and drive to learn new skills.
    • Comfortable working both autonomously and as part of a team.

Optional experience:

    • Understanding of Agile processes and methodologies, software lifecycle management, DevOps and source control.
    • A solid understanding of the concepts and features of APIs.
    • Knowledge and experience of development and testing tools, such as Postman and XMLSpy
    • Experience of or exposure to C#, SQL, XQuery, XML, Json, Javascript, HTML, IIS, SQL Server, database administration.
    • Experience working with Visual Studio, ideally with Azure DevOps and Git.