Application Support Engineer (Swindon, UK)

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.
Apply for this job