2nd Line IT Application Support

Job Title: 2nd Line IT Application Support Consultant

Location: Bury St Edmunds

Salary: £35,000 - £40,000 per annum

Cooper Lomaz are in partnership with a leading business in their sector to source an experience IT Application Support Consultant. This role is a full-time permanent post where you will be joining the company at an exciting time, as they continue to go from strength to strength and grow their team.

Role Overview:

As a IT Application Support Consultant you will play a crucial role in ensuring the continuous availability of the software our client develops in house. This is a customer facing role where you will be responding to inbound tickets, and calls. You will also provide support to the 1st line consultants, demonstrating a willingness to learn and mentor.

Role Responsibilities:

• Triage, troubleshoot and resolve inbound calls and tickets at a 2nd line level.
• Mentor 1st Line Support colleagues on more challenging tickets.
• Provide outstanding customer support, investigating faults, resolving or recommend additional training for the client.
• Support the in-house developed software products and sharing repeated faults to the wider IT team.
• Utilise the CRM to ensure notes and contact details are kept up to date.

Skills:

• You must have experience working in application or software support.
• Experience in a client facing role is essential.
• Outstanding customer service and communication is essential.
• Experience working with CRM, Office 365 and Ticketing systems is essential.
• Having skill sets with SQL scripting is desirable but not essential.

Salary & Location:

• £35,000 - £40,000 per annum depending on experience.
• This role is based fully onsite in Bury St Edmunds.
• This role is full-time Monday through to Friday.

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