2nd Line Application Support Engineer

2nd Line Application Support / Service Desk Analyst - £32,000 - £42,000 - Bury St. Edmunds (Fully Onsite)

Are you a skilled problem-solver with a passion for providing top-notch application support?

We are seeking a dedicated 2nd Line Application Support professional to join an innovative and dynamic team. In this role, you will be at the forefront of supporting cutting-edge products, ensuring timely and effective resolution of issues for Business Partners and End Users.

If you have a background in Service Desk/Application Support and are ready to take on a challenging and rewarding position, this is the opportunity you've been waiting for!

Key Responsibilities:

• Triage and Management: Be the first point of contact for all incoming support cases, providing initial evaluation and management to determine if they are training requirements, product usage issues, or potential software bugs.
• Issue Documentation: Investigate and document replication steps for issues and bugs, keeping detailed case notes. Produce and distribute Known Error documentation to facilitate first-time fixes.
• FTP and Data Requests: Follow established processes for acquiring and securely storing data, ensuring proper handling and documentation.
• Customer Service: Leverage your excellent customer service skills to manage cases through to resolution, escalating to the Customer Support Manager when necessary.
• Policy Adherence: Adhere to defined policies and processes to ensure the support team provides a consistent and professional service at all times.
• Team Assistance: Support the team in its daily operations, contributing to a collaborative and efficient work environment.

Qualifications:

• Experience: 1+ years of experience in Service Desk/Application Support and 1+ years of experience using case management tools (ticketing systems/CRM).
• Technical Skills: Proficiency with Microsoft Office products.
• Communication: Strong communication skills, with the ability to listen, transcribe, and document technical issues effectively.
• Customer Service: High level of customer service and support, with a strong work ethic and the ability to work both independently and as part of a team.

Why Join Them?

• Opportunity to work in a dynamic and supportive environment.
• Competitive salary based on experience.
• Professional development and growth opportunities.
• Collaborative and inclusive work culture.
• Annual Bonus
• Family Owned Business
• Company Socials
• Health Insurance
• Life Insurance

If you're a motivated 2nd Line Application Support professional with a passion for delivering exceptional service, apply today to join this exciting team and help provide top-tier support for their innovative products!

BeTechnology Group Limited is acting as an Employment Agency in relation to this vacancy.