ReThink Recruitment are seeking an Applications Support Engineer on behalf of our multi-national, South Yorkshire based client. Our client develops a major database application and as such has a large client base requiring the highest level of support.
Working within an established Support team you will be responsible for providing assistance to customers on technical issues, using various complex products, process's and procedures to fulfil customer requirements and expectations.
Providing effective solutions to customers in a professional, efficient and timely manner in line with agreed service level agreements and KPI's.
Key Responsibilities:
* Resolving customer queries and technical issues within service levels.
* Take ownership of incidents and follow it through to completion even when it moves outside the scope of the support desk.
* To provide solutions that fully resolve the incident/problem and to pro-actively look for ways to avoid future difficulties or repeat incidents (root cause analysis).
* To identify problems, assess severity levels, provide solutions and evaluate the effects of the fix.
* To pro-actively seek ways to improve the service and to feed this back to the Service Delivery Manager.
* To collect relevant and accurate data pertaining to the resolution of the call and to communicate this to all stakeholders.
* To keep customers informed on the status of their calls.
* To keep knowledge up to date on the systems we support, bug fixes and release notes.
* To perform maintenance checks on customers systems and pro-actively log and resolve incidents that may not have already been logged by the customer.
* To fully understand the functionality of the products supported.
* To log each incident on to the support system and to keep it updated with new information relating to the incident.
* To pro-actively analyse and interpret data to determine trends, repeat problems and to make recommendations to the relevant parties.
* Provide out of hours service on a rota basis and to assist with cover as required. This includes shift working.
* To partake in software quality assurance processes as appropriate.
* To escalate calls in relation to the escalation procedure.
* Take ownership of personal areas of responsibility as allocated by the Service Delivery Manager.
The ideal candidate will be familiar and ideally qualified in ITIL with a proven track record in application support. You must be comfortable working with databases (queries etc) and although ideally this will be SQL based we would also consider candidates with exposure to other database technologies. You must have excellent communication, negotiation and written skills with a strong customer focus. To be considered call Mark Armstrong on 0161 214 7459 or apply via the website.
ReThink Recruitment acting as an Employment Agency
