Senior Application Support Engineer

Job Description

SENIOR APPLICATION SUPPORT ENGINEER

As a Senior member of the Application Support team, you will take a lead in mentoring support engineers from a technical and performance perspective acting as a subject matter specialist on issues with a high level of technicality or urgency. You will lead by example and motivate the team to go the extra mile with a focus on customer service and delivering solutions within agreed commitments. The Senior Application Support Engineer will have an involvement in all escalations offering assistance on both a procedural and technical basis ensuring that these issues are dealt with effectively and with a high level of customer satisfaction.
You will provide training and guidance on the technical aspects of Application Support, on all of our products and tools whilst reporting to Management on team performance in the following areas:
How well the team are taking on the three core company values - Think Big, Be Tenacious, If we say it, we DO it in their daily activities and are they displaying the right behaviours (Ambition, Focus, Ownership)?
Teamwork and team efficiencies – Are team members displaying a positive and can do attitude? Are they respecting and recognizing strengths and differences? How well do they work with others? Do they demonstrate a flexible and balanced attitude?
Gaps in Tier 1 learning and delivering formal training with all areas documented in the Wiki and Skills Matrix
The Application Support functions team remit is to protect the development function by resolving and preventing as many issues as possible without functionally escalating tickets while keeping our clients up to date with the latest information regarding their Incidents.

SENIOR APPLICATION SUPPORT ENGINEER REQUIRED SKILLS AND ABILITIES:
• Communication skills – Competent at translating technical information into business language for both team members and customers
• Documentation – Advise and promote the creation, maintenance and use of team and company documentation
• Technical knowledge and expertise – Share ideas and encourage dialogue around using the various systems and tools to achieve team and personal efficiencies
• Planning and organising – Able to plan and organise workload in line with Service Level Agreements, team tasks and personal development

SENIOR APPLICATION SUPPORT ENGINEER TECHNICAL SKILLS

Required Skills:
• Competent in L/MAMP stack development
• Experience in navigating a UNIX terminal
• Experience in version control software such as Git
• Knowledge and experience in Object Orientated PHP
• Knowledge and experience of working within a MVC application
• Knowledge and experience in MySQL
• Knowledge and experience in HTML5/CSS3/JS/jQuery

Desirable Skills:
• Python
• Unit Testing
• Frameworks: Django (Python), Kohana (PHP)
• Experience of working with a Web API
• Knowledge and experience of React.js

SENIOR APPLICATION SUPPORT ENGINEER RESPONSIBILITIES:
• Ensure incoming tickets use the tiered approach within App Support team
• Support and represent the Application Support Team in a professional manner
• Proactively seek out alternative solutions to complex problems
• Investigate complex issues and determine appropriate action to take, ensuring changes implemented support the overall strategy of Product development
• Prioritise tickets by Service Level Agreements or business objectives with the aim of resolving before contractual solve date or business committed date has passed.
• Continuously review assigned tickets for weekly updates, correctly classified and correctly owned.
• Resolving tickets as quickly as possible following App Support resolution methods
• Note problems and identify performance trends
• Self-motivated to find personal and team efficiencies
• May be expected to deputise for the Application Support Manager when requested
• Have an involvement in the interviewing, testing and selection of Application Support Engineers
• Investigate and be involved in the possible development of internal tools that support the business and reduce overheads
• Continuously develop training requirements for Application Support Engineers
• Take ownership for creating and maintaining training guides within the App Support Wiki
• You will also be expected to contribute to team meetings and assist in presenting issues and solutions to team members, working closely with the Application Support Manager to ensure tickets are maintained to a high standard.

If you are interested in the advertised position for Senior Application Support Engineer please ‘Register your interest’ through the requested method and we will be in touch shortly with regards to your suitability for the role.

Sharpe Recruitment Ltd is a North East based consultancy, dedicated to placing professionals in rewarding jobs throughout the North of England across a variety of disciplines including Digital Media, Design, Development, Creative Advertising, Sales & Marketing, Tech & IT.

Job Skills

L/MAMP stack development, Experience in navigating a UNIX terminal, Experience in version control software such as Git, Knowledge and experience in Object Orientated PHP, Knowledge and experience of working within a MVC application

Additional Information

  • Salary:Negotiable
  • Industry:IT
  • Location:Newcastle upon Tyne

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