Application Support Engineer

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

• 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.

• Annual salary ranging from £30,000 - £35,00.
• Annual bonus up to 10% (paid quaterly) 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.