Job Description

ROLE: LEVEL 1 APPLICATION SUPPORT ENGINEERS

Reporting to: Customer Support Manger

Role Description

Excellent high-profile support position dealing with user level and Application issues. We are looking for a knowledgeable Application Support Engineer to triage and resolve issues raised against our software applications. You will be liaising with our Global client IT Teams to resolve production issues.

Responsibilities include:

• Accurately document customer issues, understand customer systems and configuration, identify problems and recommend solutions.
• Troubleshoot technically complex issues and drive them through to resolution in line with our agreed SLAs performing debugging procedures and general first level support
• Identify and reproduce customer reported software defects and work with our internal development teams to resolve them
• Establishing the root causes of application errors, and escalating serious concerns to the Senior developers. Documenting processes and monitoring application performance metrics. Providing front end support to clients and colleagues in other departments.
• Performing analyses on software application functionality and suggesting improvements.
• Contribute to the creation of a Knowledge Base by creating and reviewing content.
• Communicate with Customers via phone and email to keep them updated on the progress, managing expectations, and updating status of their tickets
• Work with Project Teams responding to queries raised by client IT Teams via the ticket management system
• As part of the role you will work closely and escalate to our Level 2 developers and internal software engineering team.
• Providing software application support under the supervision of the Senior Engineer.
• Become a recognised subject matter expert in Fenergo products
• Participate in on-call duties rotation for out of hours Support, and follow the sun of high priority customer incidents
• May be required to travel

REQUIREMENTS

Application Support Engineer Requirements:

Technical Skills:

• Good understanding of Windows and Linux Operating Systems Administration
• Strong knowledge of TCP/IP, DNS, HTTP, Active Directory, IIS and other web and network technologies.
• Good understanding of SQL and ability to write basic SQL queries to troubleshoot and correct data issues.
• Knowledge of programming or scripting languages, .Net and/or Java
• Experience working in a Technical Support environment
• Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
• Demonstrate Customer focus and empathy
• Strong analytical, problem solving and troubleshooting skills
• High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs
• Ability to maintain self-control and objectivity while defusing stressful customer situations.

Required:

• Experience working in a Technical Support environment
• Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
• Demonstrate Customer focus and empathy
• Strong analytical, problem solving and troubleshooting skills
• Excellent communication skills are a key skill for this role. Ability to work to SLAs and work on your own initiative.
• High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLA's
• Ability to maintain self-control and objectivity while defusing stressful customer situations