Application Support Engineer

Genial Genetics Corporation; Chester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading biotechnology company in Chester is seeking an Application Support Engineer to provide first-line support for customer issues. You will troubleshoot and resolve issues, collaborate with teams for improvements, and contribute to a positive team environment. Ideal candidates should possess strong problem-solving skills, excellent communication abilities, and a customer-focused mindset. Relevant IT or science qualifications are beneficial but experience and attitude are key.

Qualifications

• Strong problem-solving skills with the ability to analyse and troubleshoot technical issues.
• Excellent communication skills — both written and verbal.
• Customer-focused mindset and ability to handle support queries professionally.

Responsibilities

• Provide first-line support to customers by triaging and resolving issues.
• Collaborate with internal teams to investigate complex problems.
• Maintain clear, professional communication with customers.

Skills

Problem-solving skills

Excellent communication skills

Customer-focused mindset

Knowledge of Microsoft Office

Willingness to learn

Education

Degree in IT or science-related subject

Tools

SQL (Oracle, SQL Server, PostgreSQL)

Cloud platforms (Azure, AWS)

Job description

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We’re looking for an Application Support Engineer to be the first point of contact for customer issues, triaging, investigating, and helping to resolve them within agreed SLAs. You’ll also support wider improvement efforts, contribute to automation and monitoring projects, and help our R&D team to roll out new functionality across the platform. Following probation, you’ll join the Out-of-Hours support rota as part of the wider team.

Role Responsibilities

Provide first-line support to customers by triaging, troubleshooting, and resolving issues using SQL, internal tools, and documented processes.

Collaborate with internal teams to investigate complex problems, support platform improvements, and contribute to long-term solutions.

Maintain clear, professional communication with customers throughout the issue lifecycle, managing expectations and keeping them informed.

Help ensure system stability by monitoring performance, supporting upgrades and patches, and identifying opportunities for proactive improvement.

Contribute to a positive team environment by sharing knowledge, supporting documentation efforts, and joining the Out-of-Hours support rota post-probation.

Who We’re Looking For

We're looking for someone with curiosity, enthusiasm, and a desire to learn. You don’t need to know everything from day one — what matters most is a positive, can-do attitude and a willingness to grow. You’ll be part of a supportive team where collaboration, reliability, and clear communication are key.

We embrace a set of that guide how we work together — we aim to foster an environment of respect, integrity, and continuous improvement.

While formal qualifications such as a degree in an IT or science-related subject (or equivalent professional certifications) are helpful, relevant experience and the right mindset are just as valuable.

You must be eligible to work in the UK at the time of application.

Required Skills & Experience

Strong problem-solving skills with the ability to analyse and troubleshoot technical issues.

Excellent communication skills — both written and verbal.

A customer-focused mindset and the ability to handle support queries professionally and empathetically.

Comfortable working independently and as part of a team.

A good working knowledge of Microsoft Office tools (Outlook, Excel, Word).

Willingness to learn and adapt in a fast-moving environment.

While not essential, experience or familiarity with the following would be beneficial:

SQL (Oracle, SQL Server, PostgreSQL) – for debugging and data querying.

Cloud platforms such as Microsoft Azure or AWS.

Networking fundamentals and web server knowledge.

Previous experience with Patient Administration Systems (PAS) systems.

Understanding of UK Government systems and standards.

Experience working within a quality-assured environment or regulated industry.