Application Support Engineer

Job description

Morgan Hunt is working with a leading and forward thinking global organisation to recruit an Application Support Engineer on a permanent basis. This position will be based in Birmingham .

Our client is seeking a dynamic and motivated Application Support Engineer for our IT organisation. The successfully candidate will join company's existing IT Support Team and will be involved in a mix of different activities. Primarily, the candidate will join the development team and will be responsible for handling user support tickets for our application, providing timely support to our user base (which includes both internal & external users). Also, provide the feedback & summarise the issues with the product owners to prioritise the issues for fixing and bring it to closure. Additionally, the candidate will be involved in Manual testing/Automation of applications.

Role responsibilities:

• Act as a support engineer, you will take responsibility for addressing the user issues in a timely manner that are reported via various communication channels, email, support ticketing system, etc.
• Provide prompt and courteous technical assistance to users/customers, ensuring a positive support experience.
• Assist in maintaining and updating the knowledge base and support documentation for known issues and solutions.
• Collaborate with cross-functional teams, including developers and quality assurance, to resolve technical issues and improve product quality.
• Test and reproduce reported issues in test environments and report bugs to the development team.
• Continuously learn and stay up to date with new technologies, products, and industry trends.

The ideal candidate will have:

• At least 3-5 year's experience doing IT product support.
• Good SQL scripting knowledge, Minimum programming knowledge preferred.
• Extensive experience providing IT support and handling customer/User queries.
• Some experience doing Manual/Automated Testing preferred (e.g. using Robot Framework). If no such experience, some minimum knowledge of coding and scripting is desired.
• Experience working in a fast-paced Agile (Scrum) environment.
• Knowledge in Incident Management, JIRA and Confluence is preferred.
• Ability to recognise known support scenarios, providing resolution to tickets based on the knowledge of specific IT products.
• Team player who is willing to liaise with multiple teams (IT teams, Business teams etc)
• Proactive and quick learner able to grasp both domain and product knowledge.
• Excellent written & verbal communications skills.
• Degree Holder of any steam, Degree in Information Technology, Computer Science or related discipline is preferred but not mandatory.

The details:

• Permanent role
• Around £60,550 per annum
• Birmingham based
• Hybrid working: 1-3 days a week in the office
• Holidays Pension
• The right to work in the UK - no sponsorship can be provided

For more information about this role, please apply.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.