Description
We are currently seeking a Junior Application Support Engineer to join our team supporting local authorities in utilising System C's market leading Education and Social Services and Case Management software, Liquidlogic.
Duties and Responsibilities:
Main Responsibilities:
* Provide support to customers as part of the Application Support team.
* Investigate, analyse and problem-solve Incidents raised via our Incident Management System, Jira.
* Use application log files, SQL and other diagnostic tools and methodologies to resolve issues, including data issues, coding issues and reviewing application and Windows/SQL logs to identify the cause.
* Liaise with Problem Management, Development and Product teams as well as Third Party subcontractors when required.
* Replicating issues in the applications, using local test systems to identify potential bugs to be logged with Development for fix.
* Communicate with customers regularly over issues and problems that they encounter.
* Support customers on our own hosted servers as well as on-premises servers.
Skills and Experience:
This is a customer facing role which requires good interpersonal skills, technical understanding, and the ability to work as part of a team but also demonstrates initiative when working alone. This is together with the skills outlined below:
Essential:
* Good communication skills.
* IT literate.
* Customer service skills.
* Strong written and verbal communication skills both internally and externally and ability to communicate with other members of the team.
* Ability to prioritise and execute tasks.
Desirable:
* Strong analytical and diagnostic skills.
* Knowledge and experience of working with SQL Server and writing SQL / T-SQL queries for fixing data issues.
* Strong 2nd line software / application support experience.
* Experience of Microsoft Windows Server and applications.
* Jira/Confluence knowledge.