Software Application Support Engineer

Software Application Support Engineer -

Fully Remote - £40,000 - £50,000 + benefits - This is a 12 month fixed-term contract covering maternity leave so wont suit everyone.

A global independent solutions provider who invest in their people, technologies and facilities to help them achieve the highest possible standards are looking for an experienced Software Application Support Analyst to provide technical expertise and support to their clients.

Role Summary

The Product Support Engineer is responsible for being the first point of call for all Digital related issues, providing technical expertise and support to our clients. This is a great opportunity for someone motivated by customer interaction and technology.

Key Responsibilities and Accountabilities:

• Become an expert in their software applications
• Act as initial point of contact for all Digital product related issues
• Provide technical expertise for all questions and respond to different clients as per their need
• Identify trends and determine the root cause of potential problem sources
• Work with the development team on any issues that arise from client users
• Software delivery and deployment
• Implement configurations of company software according to the customer specification
• Software licence Management - assisting clients with installation and licencing for server/client deployment and setting up and managing Azure systems for cloud hosted applications
• Testing installation and operation of applications (including documentation) and ad hoc testing to support the development team
• Assist customers with change notifications, proof of concepts, and product updates
• Creating and updating Help files
• Where required, provide end clients with support metrics per defined period
• Evolve with their products, as they move towards real-time operational data, their support and SLAs are also evolving
• Evolve with their clients, as they grow their customer base, they will grow their support function - potential to become the lead support engineer

Education & Training:

• From a technical support background of Software applications
• Looking to progress into a product expert

Skills & Competencies:

• Excellent communication skills with globally dispersed teams
• Highly organised to prioritise workload
• Able to work on own initiative and manage incidents from the beginning
• Able to manage multiple projects efficiently
• Able to build relationships with external teams and resources
• Customer & problem solving focused

General & Specialist Knowledge:

• Strong knowledge of software systems and generally strong tech skills
• Cloud, IT, Databases, SQL queries, Scripts, backups & restore, Tickets

Relevant Experience:

• Software within Microsoft Desktop, Server and Cloud environments
• Interacting with external customers online and via phone
• Assisting users in identifying and resolving IT issues

Special Requirements:

• Passionate about technology

Software Application Support Engineer - Fully Remote - £40,000 - £50,000 + benefits