Application Support Engineer

Government Recruitment Service; Belfast; On-site; GBP 30,000 - 45,000; Full time

Job summary

A public service organization in Northern Ireland seeks an Application Support Engineer to manage technical support for SaaS applications. The role involves improving efficiency, working with stakeholders, and conducting training sessions. Ideal candidates should have experience in application support and familiarity with Microsoft 365. The position offers a dynamic, agile working environment.

Qualifications

• Experience in managing technical support for SaaS applications.
• Ability to identify process improvements and automations.
• Skills in training users and junior staff.

Responsibilities

• Manage the Application Support service desk for timely issue resolution.
• Work with stakeholders to identify new solutions.
• Participate in testing and validation of solutions.
• Organise training sessions for users.
• Liaise with SaaS suppliers regarding outages.

Skills

Technical support

Process improvement

Stakeholder engagement

Knowledge of Microsoft 365

Job description

Overview

The Department for Business and Trade (DBT) has a clear mission - to grow the economy. Our role is to help businesses invest, grow and export to create jobs and opportunities right across the country. We do this in three ways.

Firstly, we help to build a strong, competitive business environment, where consumers are protected and companies rewarded for treating their employees properly.

Secondly, we open international markets and ensure resilient supply chains. This can be through Free Trade Agreements, trade facilitation and multilateral agreements.

Finally, we work in partnership with businesses every day, providing advance, finance and deal-making support to those looking to start up, invest, export and grow.

The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support us in this mission. The team have been nominated four times in a row for ‘Best Public Sector Employer’ at the Women in Tech awards!

About you

As an Application Support Engineer, you will work in a dynamic, agile environment, reporting to the Application Support Lead, and working alongside other application engineers and other roles in DDaT, such as Delivery Managers, Business Analysts, DevOps engineers, Architects and Testers. You will be responsible for managing the 1st and 2nd line technical support for various SaaS Applications across the department.

You’ll look for opportunities to improve process efficiency, identify new available features, make use of automations where possible and work with various teams when onboarding new applications. You’ll also be actively participating in improving the capability of the Application Support team, as well as presenting at Show and Tells to share new features to the team and stakeholders.

It would be beneficial to haveknowledge of Microsoft 365 when starting the role but not essential.

Main responsibilities

You will:

• Manage the Application Support service desk to ensure that issues are being resolved in a timely manner within the SLA
• Work with stakeholders to identify new solutions based on upcoming requirements
• Participate in testing and validation of solution designs, using automation where possible
• Organise training sessions for users and junior staff members
• Liaise with SaaS suppliers for any outages and escalations