Application Support Engineer

Link Financial Outsourcing Limited; Cardiff; On-site; GBP 32,000 - 52,000; Full time

Job summary

LDMS is seeking an Application Support Engineer to join our Engineering team in Cardiff. You will support customers by responding to service tickets, understanding needs and issues, and contributing to 2nd line support to resolve problems.

You will triage incidents, track interactions in our issue management system, and escalate urgent matters as part of a fast-paced agile team, ensuring reliable service delivery for LDMS partners and clients.

Qualifications

• Experience in 2nd line support or service desk.
• Familiarity with Jira and Bitbucket.
• Strong SQL knowledge and ability to write queries.
• Experience with scripting languages (PowerShell preferred).

Responsibilities

• Be the first point of contact within Engineering for the Service Delivery team.
• Triage issues to determine validity and incident details.
• Respond to second line support requests from the Service Desk.
• Use the issue management system to track user interactions and resolutions.
• Identify and escalate urgent issues as needed.
• Work within an agile development team.

Skills

Web/PC environments

SQL

PowerShell

Tools

Jira

Bitbucket

Job description

As an Application Support Engineer you will be part of the Engineering team at LDMS assisting multi-disciplined teams to deliver and support world class financial software for LDMS partners and clients. Reporting directly to the Lead Engineer you’ll be expected to gain a sound understanding of our business, the systems we use and the products that we supply. You’ll be focused on supporting our customers by responding to service tickets, understanding customer needs and issues.

Possessing a logical mindset, clear communication skills and an in-depth knowledge of our products you will be required to provide a 2nd line support capability to assist in service desk issue resolution.

You will be required to take a proactive approach to work, being responsible for helping to support our Service Delivery team to provide support for our customers.

Your skills & experience?

Whilst we see great value in bringing people in with specific skills, we also realise that sometimes your background may not perfectly overlap with what's listed below.

At LDMS we look at aptitude and attitude as well as your current technical skills and experience. If you don't consider yourself as ticking all of the technical requirements but you have a passion for tech and think you'd be a perfect fit for us please get in touch.

The basic skills required for this role are:

• Working knowledge of Web/PC environments
• Working knowledge of issue management systems (we use Jira)
• Working knowledge of version management tools (we use Bitbucket)
• Must understand SQL (any flavour), including:
  • Select, Insert, Update, Delete statements
  • Understanding and executing system procedures
  • Construction of ad hoc queries using SQL
  • Fixing data issues by writing SQL statements
• Experience with a scripting language, (our preference is Powershell)

What will you be doing?

• To be the first point of contact within the Engineering function for the Service Delivery team
• Triage of issues to determine the validity of the information provided/incident details
• Responding to second line support requests from our Service Desk
• Utilising the issue management system to track all user interactions and issue resolutions
• Identifying and escalating situations requiring urgent attention, redirecting problems to appropriate resource when necessary
• Working within a fast-paced agile development team