Application Support Engineer (Swindon, UK)

Metric

Overall Description

Position within DevOps Team where the primary role is to work as part of the team delivering a high level of service and support to The Company’s customers and the company’s field engineers

Main Duties

  • Ensure that all incoming issues are correctly raised by the customer, logged, and updated on the
  • Company’s support system, Jira as issues and are progressed
  • Management, triage and resolution of reported customer issues or queries, logging all progress in Jira
  • Monitor and chase progress on open customer issues, queries and work packages being progressed to
  • meet the Company’s customer commitments and contractual obligations
  • As required create and produce investigative reports to facilitate the expedition of customer issues and
  • escalate open issues to the DevOps Manager that are not being progressed in a timely manner or that
  • are in danger of infringing the Company’s obligations or commitments made to the customer
  • Where issues cannot be resolved, ensure testing documentation and accompanying results are
  • forwarded and escalated with the development department in line with company protocols
  • Work closely when required with other departments to resolve issues and meet the demands of the
  • Company’s customers
  • Carrying out planned project work for customer systems installations
  • Setup and maintain hosted customer environments
  • For new released software, create test script documentation, carry out testing and submit the results for
  • Company sign off for release and planned customer implementation
  • As and when required, attend customer and Company support and sales meetings
  • As and when required to work outside normal office hours to support customers
  • Complying with the Company’s quality procedures to meet expectations of product and service quality
  • and reliability
  • Assist with other such duties as reasonably requested by the Company

Person Spec

  • Experience of MS Windows Server operating systems and their application in a business network
  • environment
  • Experience and working knowledge of virtual environments and best practice. Working knowledge of
  • Hyper V is desirable
  • Strong SQL support skills, in particular an understanding of stored procedures and SQL queries
  • Experience of Jira and Confluence
  • Good understanding of system design and networking topologies
  • Ability to deliver all customer requirements, including documentation, installation, training and support
  • Ability to test scenarios and workflow prior to an application release to customers
  • Ability and willingness to adapt and learn new technologies and system support techniques
  • Motivated and flexible individual who can work to deadlines when under pressure
  • Ability to work on one’s own initiative as well as being part of an effective team
  • Possess practiced customer facing service skills backed up by qualifications or experience
  • Possess excellent analytical, computing and keyboard skills
  • Able to demonstrate excellent verbal and written communication skills at all levels
  • Have a methodical approach to work, focusing on accuracy and attention to detail
  • Flexible in approach and willing to work additional or adjusted hours as required
  • Experience working in a Helpdesk function desirable
  • Good interpersonal skills, teamwork approach and able to work independently as required
  • Possess a full clean UK driving license
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