Application Support Engineer - Click here to apply (Ronald James)

Application Support Engineer

Required skills and abilities

  • Communication skills – Competent at translating technical information into business language for both team members and customers
  • Documentation – Advise and promote the creation, maintenance and use of team and company documentation
  • Technical knowledge and expertise – Share ideas and encourage dialogue around using the various systems and tools to achieve team and personal efficiencies
  • Planning and organizing – Able to plan and organise workload in line with Service Level Agreements, deadlines, team tasks and personal development.

Technical skills

  • Competent in L/MAMP stack development with skills in JavaScript
  • Experience using the UNIX command line
  • Knowledge and use of PHP
  • Knowledge and use of MySQL
  • Python is also desirable.

Responsibilities

  • Ensure incoming tickets use the tiered approach within App Support team
  • Represent the Application Support Team, and Tech as a whole, in a professional manner
  • Gain an in-depth understanding of our product and wider domain knowledge in general
  • Protect the development teams from escalations by diagnosing complex issues and determine appropriate action to take
  • Ensuring customers are updated on a regular basis and any changes implemented are clearly communicated
  • Prioritise tickets by Service Level Agreements or business objectives with the aim of resolving before contractual solve date or business committed date has passed
  • Continuously review assigned tickets for weekly updates and check they are correctly classified

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