Application Support - 2nd Line - Newbury

Intec Select Ltd
05 Apr 2018
20 Apr 2018
Contract Type
Full Time
2nd Line Application Support – Linux / UNIX / AWS / SQL - £36K + Package – Newbury

An excellent opportunity has arisen with a global brand for a 2nd line / Application Support Engineer for a global software company based in Newbury. The successful candidate will be a problem solver and love making things work. They should possess excellent written, oral and interpersonal communication skills. They will be technical and be able to learn new skills and understand complex ideas quickly. We operate a 3 tier support model with this role sitting between the 1st line support and 3rd line - development/Services. The 2nd line engineer will work on more complex problems at a technical level solving them where they can or raising them to 3rd line where needed for code fixes/changes. You will become an expert in the software and be a key member of the team.

Role of the 2nd Line Application Support Engineer

 Providing level 2 support to customers
 Investigating and resolving technical issues within the software
 Working closely with 1st line to provide case status and next steps to the customer and management
 Assist with assessment and reporting of bugs and/or enhancements
 Being a subject matter expert in the product suite
 Contributing to documentation to improve customer self-help, based on Support cases.
 Providing regular feedback to the product team and engineering team serving as a voice of the customer

Requirements of the 2nd Line Application Support Engineer
 At least 5 years’ experience in the software industry
 At least 2 years’ experience of technical support work
 Linux/Unix experience highly desirable
 Amazon Web Services (AWS) Experience useful
 Database management and SQL – PostgreSQL preferred
 Microsoft platform experience a plus
 Experience of enterprise level applications and deployment
 Familiarity with Service Oriented Architecture (e.g. web services)
 Support software solution knowledge (e.g., Salesforce, NetSuite or similar)
 Knowledge of enterprise contract management solutions a plus

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