Application Support Engineer

Robert Walters
£23000 - £25000/annum
23 Jul 2017
22 Aug 2017
Contract Type
Full Time
Due to continued business growth, an opportunity has arisen for a 2nd Line Application Support Engineer to join our well respected client in Wigan and become a member of their highly respected IT Support team and a key component in ensuring the smooth running of day-to-day operation within a busy Service Delivery function.

As an Application Support Engineer, you will be responsible for supporting all applications used across the business, liaising with 3rd parties where relevant, reacting to live incident escalations, as well as providing 2nd Line technical support & user assistance by phone, email or in person.

You will be responsible for:

* Daily call management, providing regular customer/ business updates on assigned support calls.
* Create and update Process Documentation, KEF's & Training Guides.
* Responsible for clear and concise communications to key members of the business, including Senior Management.
* Provide Incident Reports for P1/ P2 issues.
* Assist in weekend/ major event planning & reporting.
* Mentor and assist in the development of Service Desk Analysts.
* Proactively look for new ways-of-working to improve efficiency within the Support team.

Your day to day tasks will include:

* Progressing issues/ incidents that have been escalated from 1st line support.
* Liaising with 3rd party customers/ suppliers to ensure effective resolution of support calls.
* Escalate and liaise with 3rd line support teams, and other IT departments where necessary.
* Take ownership of high priority live issues and manage through to completion, in line with Incident Management Process.
* Assist with the day-to-day pro-active monitoring and respond to alerts from our management system.
* Ensure all IT policies and procedures are followed (including daily team tasks, DC checks, SOD/ EOD processes, User Access and PCI compliance).
* Review daily backup solutions and investigate failures to maintain business resilience. Provide daily backup reports for IT Management.
* Overflow management of 1st line issues, dealing with customer enquiries, incidents and service requests.
* Manage/ participate in departmental projects when requested, and presenting findings to the team/ Management.

We are looking for someone with a passion for IT and customer service that is looking to work for a business that will support them in advancing their technical ability. You will need to have a varied background in support with experience across a range of technologies including:

* Windows 7/8/10, MS Office 10/13/365, Exchange & Active Directory.
* Basic knowledge of DNS/ DHCP.
* Basic knowledge & experience of Windows Server 2003/08/12 and VMware advantageous.

If this sounds of interest, please apply via the website