Application Support Engineer

Department for Business and Trade; Birmingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

A UK government department is seeking a dynamic Application Support Engineer to manage a service desk for various applications. The ideal candidate will contribute to improving process efficiency and working closely with stakeholders and other teams. Familiarity with Microsoft 365 is a plus but not required. This role offers the opportunity to enhance the capability of the support team and participate in training sessions.

Qualifications

• Knowledge of Microsoft 365 is beneficial but not essential.
• Experience in managing service desks and resolving issues.
• Familiarity with SaaS applications is advantageous.

Responsibilities

• Manage the Application Support service desk to ensure timely issue resolution.
• Work with stakeholders to identify new solutions based on requirements.
• Participate in testing and validating solution designs.
• Organise training sessions for users and junior staff.
• Liaise with SaaS suppliers for outages and escalations.

Job description

Overview

We are looking for a dynamic Application Support Engineer. The service desk will support various applications such as the Atlassian Suite, Zendesk, Google Workspace, Intune and other productivity applications in use across the department. In this role, you'll contribute to the design of the support process and ensure their stability, robustness, and resilience to help us keep our digital services running smoothly and efficiently.

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 will 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 have knowledge of Microsoft 365 when starting the role but not essential.

Main responsibilities

• 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

Disability and equal opportunity

Disability Confident employer – applicants who declare a disability and meet the minimum criteria for the role will be eligible for an interview, subject to business considerations. See the employer\'s policy for details.