Application Support Engineer - 1st Line - (RL8110)

Job Title - Application Support Engineer - 1st Line
Location - Poole, Dorset (On-site)
Salary - £28,000 - £35,000 + £3,000 annual on call uplift
On call - 1 week every 5-6 weeks (call-outs rare)

The Client:
Our client is a well established technology organisation providing software and managed services to the UK public transport and mobility sector. Their systems process several billion transactions per year and support local authorities, operators and technology partners nationwide. With over 20 years of industry experience and a team of around 115 staff across the UK and Europe, they are known for high quality service, innovation and long term customer partnerships.

The Candidate:
This role suits an early career technologist with 1-3 years’ Application Support experience or a graduate with a relevant IT/scientific degree including hands on software support. The ideal candidate is ambitious, customer focused and eager to develop into Level 2, Product or Development roles. They must have real application support experience (not only hardware support) and enjoy problem solving in a busy technical environment.

The Role:
As a 1st Line Application Support Engineer, you will investigate, triage and resolve customer issues, managing incoming tickets, calls and emails in line with SLAs and ITIL based processes. You will support core application systems, assist with technical configuration tasks and provide light printer and terminal support (full training provided). You will work closely with Level 2 and technical teams.

Key Duties:

• Manage, triage and resolve support tickets in line with SLAs and ITIL processes
• Troubleshoot application issues and provide customer updates
• Respond to inbound calls and shared mailbox enquiries
• Create and maintain knowledge base documentation
• Support application systems including configuration and monitoring (training provided)
• Provide printer/terminal support including returns and dispatch
• Escalate issues appropriately to Level 2 or Support Manager
• Update support dashboards and reports (Zendesk)
• Take part in the on call rota (rare call-outs)
• Provide occasional on site support when required

Requirements:

• 1-3 years’ Service Desk or Application Support experience, or relevant IT/scientific degree
• Experience working to SLAs in a structured support environment
• Confident troubleshooting software applications
• High competency in MS Office (Word, Excel, Outlook)
• Strong written and verbal communication skills
• Valid driving licence and access to a vehicle

Nice to Have (Not Essential):

• Understanding of XML, CSV, JSON or SQL
• Jira or Zendesk experience
• Experience in a software development environment
• Experience with BI tools
• B2B technical customer service experience

To apply for this Application Support Engineer permanent job, please click the button below and submit your latest CV.

Curo Services endeavours to respond to all applications, however this may not always be possible during periods of high volume. Thank you for your patience.

Curo Services is a trading name of Curo Resourcing Ltd and acts as an Employment Business for contract and temporary recruitment as well as an Employment Agency in relation to permanent vacancies.