Job Description
Application Support Engineer
Akkodis are currently working with a market leading software and solutions provider to recruit an experienced Application Support Engineer to join a growing support team which provides essential software support to high profile clients.
The Role
Our client is looking for an experienced Application Support Engineer with proven experience working in a fast paced environment providing application support for multiple products.
The Responsibilities
1. Support software applications/systems via e-mail and telephone.
2. Maintain excellent levels of customer satisfaction by providing excellent support in line with SLAs.
3. Ensure that all issues are investigated, logged, and dealt with and that adequate information is captured and recorded as it happens.
4. Investigation and resolution of in-life issues related to software products and managed service solutions, both directly with customers and through service management partners.
5. Effectively manage incidents, problems and known issue tickets alongside each other, whilst maintaining SLA adherence.
6. Communicate effectively with customers, IT representatives, and partner support teams.
7. Update and maintain internal support reference systems software and solutions, as well as carrying out updates on managed service customer sites.
The Requirements
1. Experience working within a team supporting software applications/systems via e-mail and telephone.
2. Excellent understanding of application support.
3. Logical approach to problem solving and investigation.
4. Strong analytical skills with demonstrated problem-solving ability.
5. Proven ability to operate in high pressure situations, successfully handle multiple priority incidents and possess a high level of discipline while remaining flexible.
6. Proven ability to communicate in writing and verbally, at all levels both internally and customer facing.
7. Willingness to learn the latest technologies, as per the requirements of the business.
8. Experience of managing services and environments, that require consistent availability and have specific user, customer, or business requirements.
9. The ability to understand customer requirements, user workflows, business logic and the downfalls of a poor user experience.
10. Experience solving problems in a technical environment, ideally for internal users and external customers.
If you are looking for an exciting new challenge to join a leading application support team and gain continued development and training, please apply now.
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