Application Support Engineer

Simplyhealth; Andover; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading health insurance company in the UK is seeking an Application Support Engineer to maintain and support software applications. The role involves troubleshooting, providing technical support, and ensuring optimal application performance. The ideal candidate will have strong problem-solving skills and a customer-focused mindset. This position offers the opportunity to work collaboratively with multiple teams and grow a career in IT.

Qualifications

• Passionate about technology and problem-solving.
• Experience in providing second-line technical support.
• Ability to work with various technology teams.

Responsibilities

• Validate applications for live deployment.
• Monitor application health and performance.
• Respond to user enquiries and diagnose technical problems.
• Lead complex troubleshooting and support problem management.
• Deliver high-quality support to users.
• Collaborate with cross-functional teams for upgrades.
• Assist with deployments and post-release validation.
• Create knowledge base articles and user guidance.
• Assist in data analysis and reporting.
• Use automation tools to enhance efficiency.

Skills

Troubleshooting

Customer support

Problem-solving

Cross-team collaboration

Job description

We're not just your average health company; we're aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that, we're the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.

As Application Support Engineer, you'll be responsible for maintaining and supporting Simplyhealth's software applications, ensuring optimal performance, troubleshooting issues, providing second line technical support, and liaising with vendors and internal teams. The role involves working closely with end-users, understanding their requirements, identifying the right approach, and engaging other technology teams to ensure timely solutions to any application problems.

If you are passionate about technology, enjoy solving complex problems, and have a customer-focused mindset, this role is an excellent opportunity to grow your career in the IT field.

Key responsibilities

• Operational Readiness: Validate applications or changes for live deployment, ensuring full handover and support readiness.
• System Monitoring: Monitor application health, performance, and stability, proactively resolving issues to meet SLAs.
• Issue Resolution: Respond to user enquiries and tickets, diagnose technical problems, and collaborate with IT teams to resolve them.
• Incident Management: Maintain and close incident records within SLA timelines, lead complex troubleshooting, and support problem management to prevent reoccurrence.
• Customer Support: Deliver effective, high-quality support to users, ensuring timely and empathetic resolution of issues.
• Cross-Team Collaboration: Work with Development, QA, Network, Database, and Operations teams to support application upgrades and resolve issues.
• Deployment Support: Assist with application deployments, upgrades, post-release validation, and system integration efforts.
• Documentation & Training: Create knowledge base articles, provide user guidance, and support training efforts to reduce repeat issues.
• Data & Reporting: Assist in data analysis and reporting, ensuring integrity and identifying trends in recurring problems.
• Automation: Use scripting or automation tools to automate tasks and improve efficiency.