* IT Helpdesk Support to Applications & Software (1st & 2nd line).
* Flexible/Hybrid working with occasional travel to customer sites and HQ.
About Our Client
Our client is a major supplier of integrated warehouse automation solutions to the Logistics Distribution and Supply Chain industry.
Job Description
The Application Support Engineer, day to day will:
* Investigate all the tickets reported to IT helpdesk.
* Triage existing tickets and escalate to the relevant team if needed.
* Work closely with other teams to ensure all tickets are up to date.
* Provide 1st response to Incidents raised and provide a 1st fix or escalate incidents to the appropriate department.
* You will provide effective technical support to clients.
* Provide 1st to 2nd line support, investigate tickets/incidents and provide a solution within SLA.
* Effective processing of incoming technical product queries via telephone, email and cloud-based customer support software.
* Ensure details of all calls and enquiries are accurately logged onto cloud-based customer support software.
* Resolve technical queries in a quick and efficient manner, ensuring compliance to all company policy and procedures.
* Empathetic communicator, able to see things from the other person's point of view.
* Ensure clients are continually updated and ETA's provided.
* If unable to provide solution escalate and seek support to resolve client issue.
* Run monitoring tools.
Technologies and Methodologies
* Windows Azure
* Microsoft Suite
* SQL
* Powershell
* FreshDesk
* Visual Studio DevOps
The Successful Applicant
The Application Support Engineer will have:
* Proven track record in an IT Technical Support/helpdesk environment.
* Proven track record in Warehouse/logistics/distribution/supply chain environments.
* Good written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audience.
* Committed team player, willing to work in a challenging and cross-platform environment.
* Self-driven, results-oriented with a positive outlook, keen for new experiences and responsibilities with a clear focus on high quality and operational efficiency.
* A natural forward planner who critically assesses own performance and is proactive and self-driven in achieving goals and objectives.
* High degree of ownership and accountability.
* Excellent customer focus, experience of working under pressure, and to tight deadlines without compromising quality.
* Good analytical skills with attention to detail.
What's on Offer
* Annual salary ranging from £30,000 - £35,000.
* Annual bonus up to 10% (paid quarterly) after probation.
* Comprehensive benefits package - company pension scheme, private healthcare, EV car leasing scheme + much more.
* Home based/Hybrid working with occasional travel to customer sites & once a month to Milton Keynes HQ.
* On-call duty to ensure 24/7 support cover for shift rotation (5:30-14:00, 13:30-22:00, 21:30-06:00).
* An opportunity to work in a family feel, vibrant and professional environment.
* The chance to develop your career with ongoing progression and training available.
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