2nd Line Application Support

KB310119 | Permanent | South West England | Competitive
Excellent Progression


Overview

The 2nd Line Application Support Specialist will join a growing team of Technical Specialists and will be responsible for providing both internal and customer application support on a wide range of technologies. As well as carrying out high standard fault finding and troubleshooting on customer's systems, the successful Candidate will provide vital support internally to both technical and operational teams. Demonstrating outstanding communication and interpersonal skills, the ideal candidate must have proven support background at a similar level, within IT or Customer Focused organizations. Knowledge of contact centre technologies would be highly preferred.


Responsibilities & Requirements

Responsibilities

  • Responsible for providing high standard 1st and 2nd Line application support internally and to customers.
  • Carry out timely checks on customers’ live systems.
  • Review and organize customers’ incidents and requirements, in line with internal procedures.
  • Proactively investigate faults and analyse log files.
  • Carry out off-line fault findings and ensure the smooth integration of fixes into live systems.
  • Continuously screen customer systems to ensure they work efficiently.
  • Show flexibility and be on hands to provide necessary changes.
  • Provide vital support to internal technical and operational teams.
  • As a technical expert, provide customers with assistance on resolving issues.
  • Work closely with external partners to log incidents and faults appropriately.
  • Responsible for maintaining, fixing and upgrading wide range of internal and customer systems.

 

Requirements

  • Proven support background within IT / Customer Service environments.
  • Experience of reviewing and organizing support logs.
  • Previous experience of providing application support internally.
  • Strong troubleshooting and fault-finding skills.
  • Successful track record in providing level 2 support is necessary.
  • Proven ability to effectively organize and prioritise.
  • Awareness of relevant industry trends.
  • IT & customer service background is required.
  • Dynamic and self-motivated.
  • Ability to work on own initiative and to tight deadlines.
  • Contact Centre solution background would be ideal.
  • Genesys software experience would be preferred.
  • Familiarity with VMware and Active Directory.
  • Good understanding and experience of VMware and SQL basics.
  • Exposure to Citrix XenApp would be highly beneficial.
  • Flexibility to provide on-call support.

 



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Posted by

Kirsty Bottomley

Position: Junior Headhunter and Lead Researcher


  • Tel: +44 (0)115 838 9496
  • kirsty.b@fullbrookconsulting.com

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