Application Support Engineer

Role Overview

This role specifically provides application support and advises on application usage, selection and problem resolution.

Key Responsibilities:

Provide 2nd & 3rd level Technical support to clients.

Investigat ion, problem diagnosis and the resolution of technical issues relating to the operation of software solutions working within defined SLA's.

Technical lead for Priority 1 & 2 incidents, liaising with clients and internal teams to resolve incidents.

Communicate effectively with customers and internal teams to resolve reported issues as quickly as possible.

Configuration and testing of software solutions.

Installation of software into clients infrastructure

Create system/support documentation to required standards

Create Incident/problem reports relating to reported faults.

Assist and support junior team members as required.

Provide Technical training around the product in terms of operation and support.

Key Skills:

Experience in 2nd/3rd level client facing Technical Support.

Problem solving skills - the ability to diagnose problems quickly and efficiently in a pressurised and time critical environment

Good communication skills

Good interpersonal and team working skills

Effective prioritisation skills

Ability to work with minimal supervision using own initiative

Knowledge:

Essential:

Strong experience in a client facing Technical Support role

A good working knowledge of Windows Operating systems

Preferred:

ITIL - support processes and procedures

Experience in the following areas: Financial Services, Credit Bureaux interfaces and Application Processing Systems

Experiencing of working with Web Services in particular Internet Information Services

Experience of VMware/Virtual environments

An understanding of Communication protocols, technologies, networks, Firewalls

An understanding of XML, WSDL and SOAP in addition to a good knowledge of web services.

SQL Server installation and operational support