Application Operations Engineer

ComXps; Birmingham; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

On-call allowance

Job summary

ComXps in Birmingham is seeking an IT Support professional for a secure, on-site 2nd line role. The contract runs ASAP until 31/03/2027 and requires SC clearance.

You will handle incidents escalated from the Service Desk, perform troubleshooting and resolution, and join an on-call rotation with an on-call allowance.

Qualifications

• Experience in an IT support environment, ideally 2nd Line or strong 1st Line with relevant experience.
• Strong troubleshooting and incident resolution skills, handling escalations from the Service Desk.
• Ability to diagnose issues, resolve where possible, and escalate complex incidents to senior engineers.
• Experience supporting business-critical applications and services.
• Excellent knowledge of ITIL processes including incident, problem and change management.

Responsibilities

• Provide 2nd line IT support and resolve incidents with timely escalation where needed.
• Troubleshoot and resolve issues from the Service Desk and on-call rota.
• Communicate effectively with users and document actions taken.
• Work in a highly secure IT environment and follow defined SLAs.
• Participate in an on-call rota with on-call allowance provided.

Skills

ITIL processes

Incident management

Change management

Problem management

Service Management Tools

SQL

HTML

.NET

C#

IIS hosting

SLAs

Analytical thinking

Tools

Service Management Tools

SQL

HTML

.NET

C#

IIS

Job description

This role is Inside IR35.

Contract Length:ASAP – 31/03/2027

Clearance: SC

Location: Birmingham -Five days per week on site. Participation in an on-call rota is required. On-call allowance is provided.

Essential Requirements

• Experience in an IT support environment, ideally at 2nd Line Support level. Strong 1st Line candidates with relevant experience may also be considered.
• Strong troubleshooting and incident resolution skills, dealing with issues escalated from the Service Desk.
• Ability to diagnose issues, resolve where possible, and escalation complex incidents to senior engineers when required.
• Experience supporting business-critical applications and services.
• Good knowledge of the technologies and tools listed in the job description (the hiring manager confirmed these are the core technical requirements).

Candidate Profile

• Strong customer service and end-user support focus.
• Confident communicator who can engage effectively with users experiencing technical issues.
• Able to work in a highly secure IT environment.
• Willingness to learn organisation-specific applications, infrastructure and processes.
• Comfortable working independently and taking ownership of support tickets through to resolution.

Key Skills

The post holder must have:

• Understanding of ITIL process, incident management, change management and problem management including working to strict SLAs.
• Ability to understand business logic, technical tools and be an analytic thinker.
• An understanding of application backup, restores and the Application Disaster Recovery (DR) process.

Experience

• Previous experience of Incident and Service Request resolution using Service Management Tools.
• An appreciation of Application languages and technologies including SQL, HTML, .Net, C# and IIS hosting.
• Experience in utilising appropriate ITIL based Incident, Problem and Change Management processes and procedures to support and maintain applications.

Desirables

• Broad understanding of Application languages and technologies including SQL, HTML, .net, C# and IIS hosting.
• Previous experience of working in a 2nd Line Application Support role.
• ITIL v3/4 – Foundation.