Application Support Analyst

Bottomline; Theale; On-site; GBP 25,000 - 35,000; Full time

Job summary

Bottomline, a global leader in business payments, is seeking a Technical Support Engineer to enhance customer satisfaction through effective troubleshooting and support of software solutions. The ideal candidate will have a university degree in IT or engineering, along with competencies in Linux and SQL.

Qualifications

• 1-2 years’ experience in a similar role.
• Experience with Linux operating systems is mandatory.
• Proficiency with SQL queries required.

Responsibilities

• Troubleshoot technical issues and enhance customer satisfaction.
• Manage multiple cases and communicate with various teams.
• Follow ITIL procedures for case management.

Skills

Problem-solving

Customer service orientation

Analytical skills

Multi-tasking

Communication skills

Education

University Degree in IT or Engineering

Tools

Linux

SQL

K8S

Docker

ITIL

Job description

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Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 30 years of experience and moving more than $10 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

Why Choose Bottomline?

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 30 years of experience and moving more than $10 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

THE ROLE:

The Technical Support Engineer will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.

• Follow-up, resolve or escalate of cases using ITIL procedures
• Track, describe and update the cases in our ITSM management system
• Communicate clearly with the different internal, third party and client teams
• Manage multiple cases in parallel
• Analyse, understand, and reproduce situations existing within our products
• Define and request configuration and code solutions
• Deliver high quality technical directives

Knowledge & Experience

• University Degree in IT or equivalent such as Engineering school and between 1 to 2 years’ experience in a similar role.
• Experience with Linux machine operating systems is a must
• Proficiency with SQL queries & commands required
• A working understanding of ITIL processes. ITIL 4 foundation certification would be a plus.
• Experience with Knowledge base management using KCS methodology is a plus
• Working experience with K8S and Docker is advantageous
• Knowledge of Fintech environment would be an advantage

Personal Attributes

• Proven analytical and problem-solving abilities.
• Ability to effectively prioritise and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment
• To be rigorous, methodical, and organised
• Sense of responsibility appropriate to the banking industry
• Exceptional oral and written communication skills
• Highly self-motivated and directed.
• Multi-tasking abilities
• fluent in English (German would be advantageous)