Application Support
- Recruiter
- Confidential
- Location
- Tonbridge
- Salary
- 20000.00 - 25000.00 GBP Annual
- Posted
- 04 Jun 2021
- Closes
- 02 Jul 2021
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Application Support - Tonbridge
An excellent opportunity has arisen with a market leading provider of SaaS solutions used by over 5,000 retailers. Their product helps to manage their customer's ecommerce and supply chain operations.
The Support team provide support for the configuration and use of our clients' applications / systems which integrate into several standalone products across the product suite. The support team consists of 1st and 2nd line support with some additional responsibility for managing and assisting with technical deployments and upgrades so a flexible working approach is required as some of these tasks may involve early or later starts as and when required.
The Support Analyst will be responsible for technically supporting the suite of products as well as working with the 3rd Line and Development Team(s) when required to ensure we operate to a set of standard processes and apply a consistent approach to supporting our customer base.
The post-holder may often be in direct contact with internal and external customers being responsible for the prioritisation of issues ensuring customers' needs are met from a support and SLA perspective. They will be expected to work to tight timescales and accurately update customers as to the status of their issues maintaining attention to detail. The remit of this role will include working across cross functional teams consisting of developers, product managers, technical support and software engineers.
Skills and Experience:
The post holder must have knowledge / experience of:
??Working within an application support environment for a minimum of 1 year.
??PC Workstation, printer & peripheral maintenance and support
??IT infrastructure support - Windows Server & Workstation
??Microsoft SQL Server, including writing basic SQL database queries
??Technical operations and technical troubleshooting
??MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
It is desirable for the post-holder to have knowledge / experience of:
??Agile software development
??QA/Software testing
??Cloud-based solutions such as Microsoft Azure
The post-holder must have the following skills:
??Good Windows 10 administration skills
??Microsoft Azure administration (desirable)
??Office 365 administration & configuration (desirable)
??An understanding of SLAs and their importance
??Ability to work independently and with others
??Strong written & verbal communication and interpersonal skills
??Excellent customer relationship skills
Duties and Responsibilities:
??Manage the support of customer issues
??Investigate incidents related to the products, some of which may require the use of Microsoft SQL skills to obtain resolution
??Use initiative to process and prioritise faults according to incident type and in line with SLA
??Escalate any issues in advance of an SLA breach whilst retaining ownership
??To monitor support mailboxes and action any incoming mail
??If required, participate in providing out of hours on call support
An excellent opportunity has arisen with a market leading provider of SaaS solutions used by over 5,000 retailers. Their product helps to manage their customer's ecommerce and supply chain operations.
The Support team provide support for the configuration and use of our clients' applications / systems which integrate into several standalone products across the product suite. The support team consists of 1st and 2nd line support with some additional responsibility for managing and assisting with technical deployments and upgrades so a flexible working approach is required as some of these tasks may involve early or later starts as and when required.
The Support Analyst will be responsible for technically supporting the suite of products as well as working with the 3rd Line and Development Team(s) when required to ensure we operate to a set of standard processes and apply a consistent approach to supporting our customer base.
The post-holder may often be in direct contact with internal and external customers being responsible for the prioritisation of issues ensuring customers' needs are met from a support and SLA perspective. They will be expected to work to tight timescales and accurately update customers as to the status of their issues maintaining attention to detail. The remit of this role will include working across cross functional teams consisting of developers, product managers, technical support and software engineers.
Skills and Experience:
The post holder must have knowledge / experience of:
??Working within an application support environment for a minimum of 1 year.
??PC Workstation, printer & peripheral maintenance and support
??IT infrastructure support - Windows Server & Workstation
??Microsoft SQL Server, including writing basic SQL database queries
??Technical operations and technical troubleshooting
??MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
It is desirable for the post-holder to have knowledge / experience of:
??Agile software development
??QA/Software testing
??Cloud-based solutions such as Microsoft Azure
The post-holder must have the following skills:
??Good Windows 10 administration skills
??Microsoft Azure administration (desirable)
??Office 365 administration & configuration (desirable)
??An understanding of SLAs and their importance
??Ability to work independently and with others
??Strong written & verbal communication and interpersonal skills
??Excellent customer relationship skills
Duties and Responsibilities:
??Manage the support of customer issues
??Investigate incidents related to the products, some of which may require the use of Microsoft SQL skills to obtain resolution
??Use initiative to process and prioritise faults according to incident type and in line with SLA
??Escalate any issues in advance of an SLA breach whilst retaining ownership
??To monitor support mailboxes and action any incoming mail
??If required, participate in providing out of hours on call support