Application Support Engineer (Swindon, UK)
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
Health & Safety Statement
Under the Health & Safety at Work Act, each individual has a legal responsibility for their own welfare and for the health and safety of others. Any queries you may have relating to health & safety matters should be raised in the first instance with your supervisor, your manager, or a member of Human Resources Department.
Equal Opportunities Statement
- Metric Group Ltd is an equal opportunities employer and will promote regardless of sex, sexual orientation, marital status, disability, religion, beliefs, colour, race, nationality, gender reassignment, ethnic or national origin.
- Our aim is to ensure that no job application or employee received less favourable treatment or is disadvantaged by employment conditions or requirements which cannot be shown to be justifiable.
