Application Support Technician

Ssc Recruitment Solutions Ltd
Gloucester, UK
14 Sep 2019
02 Oct 2019
Contract Type
Full Time
My client is a provider of software and services enabling customers to achieve more with less and are currently seeking a Customer Application Support Technician to be part of the successful Customer Support Team.

The role is purely application based support, and will be supporting software & solutions. The role is customer facing and can be quite technical, with full end to end ownership of all tickets raised. A good fit is someone who has the confidence and ability to troubleshoot software to find root cause and resolution for a wide range of issues (full training will be provided in terms of the software) and would suit someone who has / is working on a 1st / 2nd line Service Desk or Application Support team, who has a broad knowledge of I.T and has / is actively supporting customers via phone & email in a similar environment, with software / application issues as well as password and account queries using something like Active Directory.The primary function of this role is to be a first point of contact within our Customer Support team, providing telephone, email and remote support directly to our customers. Working under the supervision of the Customer Support Manager you will be expected to deliver the highest standards in customer service, you will gain exposure to a number of disciplines, including: Application support and operational advice, software installation and configuration, databases and reporting and delivering Software as a Service (SAAS). This is an excellent opportunity, offering great prospects, to be involved in a key business area during an exciting period of growth for the company.

Duties and Responsibilities:
  • Deal with incoming customer support requests, logging and updating tickets where appropriate
  • Escalate issues, enhancement requests and business opportunities to the relevant departments
  • Provide remote support, via industry standard tools, to our desktop, server and mobile applications
  • Assist the Development Team with testing, documentation and feedback as required
  • Ensure that internal systems are kept up-to-date
  • Assist with the updating and day-to-day management of our Software as a Service platforms
  • Provide technical backup and application knowledge to all business areas where required

Required Skills
  • Broad understanding of IT
  • Experience or qualifications in one or more of the following: Networking, Windows Server, Crystal Reports, SQL
  • A minimum of 2 years' experience of delivering customer or application support
  • Strong systems fault-finding and analytical skills
  • A good communicator - face-to-face, telephone, written, email.
  • An ability to converse with non-technical people on IT issues without jargon and are able to build and maintain good relationships with clients and colleagues
  • Creative and innovative problem solver
Please apply now.
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