Application Support Engineer

DOCOsoft; City Of London; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

25 days Annual Leave

Private pension

Bonus scheme

Private health

Life assurance

Job summary

DOCOsoft is seeking a Business Application Support Engineer to troubleshoot and resolve complex issues, monitor incident management processes, and deliver outstanding service to our clients. The role emphasizes incident resolution leadership, post-incident reviews, and collaboration across teams to improve operational excellence.

The successful candidate will have a university degree and 3+ years in a client-facing technical support role, with strong SQL Server and IIS experience, plus excellent

Qualifications

• University degree plus 3+ years of relevant work experience.
• Experience in a client-facing technical support role.
• Logical and systematic approach to troubleshooting across technologies.
• Experience with Microsoft SQL Server in production environments including constructing SQL queries.
• Familiarity with Windows desktop/server environments.
• Knowledge of IIS – application pools, website bindings, server certificates.
• Strong analytical, quantitative, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to translate technical information for non-technical users.
• Collaborative mindset with multi-tasking abilities.
• Insurance services or Lloyd’s of London market experience is a plus.
• ITIL experience is a bonus.
• Azure experience welcome.

Responsibilities

• Drive continuous service improvement to achieve operational excellence in incident management.
• Lead incident resolution to ensure responsive service.
• Resolve system messaging issues.
• Perform post-incident reviews.
• Maintain metrics and reporting for Incident & Problem Management processes.
• Educate teams on best practices for Incident & Problem Management.
• Drive innovation to improve operational efficiency.
• Communicate effectively with stakeholders to support operational excellence.
• Handle various administrative duties as required.

Skills

Client-facing support

Analytical/problem-solving

Excellent communication

Team collaboration

Prioritization under pressure

Education

University degree

Tools

Microsoft SQL Server

SQL Server Management Studio

IIS

Azure

Windows OS

Job description

Overview

The Support team are critical to the successful long-term relationship between DOCOsoft and our clients and are key members of the wider DOCOsoft team. Our Business Application Support Engineers will be responsible for troubleshooting and resolving complex issues, monitoring and measuring the success of the incident management process, all the while working with the team to deliver outstanding service to our customers.

Business Application Support Engineer

The Support team are critical to the successful long-term relationship between DOCOsoft and our clients and are key members of the wider DOCOsoft team. Our Business Application Support Engineers will be responsible for troubleshooting and resolving complex issues, monitoring and measuring the success of the incident management process, all the while working with the team to deliver outstanding service to our customers.

Responsibilities

• Drive continuous service improvement to work towards achieving operational excellence. Continue to develop robust Incident management processes that will enable effective management of our customers from an Incident & Problem perspective.
• Take the lead in incident resolution to ensure a responsive service.
• Resolution of system messaging issues.
• Perform post-incident reviews.
• Maintain a set of metrics and reporting to demonstrate the operational performance of the Incident & Problem Management processes.
• Educate the teams on best practice for Incident & Problem Management.
• Drive innovation and qualityto improve overall operational efficiency.
• Effective communications and stakeholder management to drive overall operational excellence.
• Perform various administrative tasks and other related duties as required.

Key Requirements

• University degree plus 3+ years of relevant work experience.
• Experience working in a client-facing technical support role.
• A logical and systematic approach to problem resolution across a broad spectrum of technologies.
• Experience with Microsoft SQL Server in a production environment, including sound knowledge of constructing SQL queries and competency with Microsoft SQL Server Management Studio.
• Practical knowledge of the Windows desktop/server environments.
• Knowledge of Internet Information Services (IIS) – application pools, website bindings, server certificates.
• Well-developed analytical skills, quantitative, and problem-solving skills.
• Excellent verbal and written communication skills.
• The ability to communicate technical information in a non-technical language to users. Be able to pick up and interpret technical information quickly.
• Collaborative mindset with a focus on team-working whilst managing multiple competing priorities.
• Insurance services experience considered an asset, particularly Lloyds of London market experience.
• ITIL Experience a bonus.
• Azure experience welcome.
• Emotional intelligence and flexibility are valuable in this role, due to the demanding nature of supporting production systems for high-value clients.

Who We Are

DOCOsoft is a leading software and services provider to Lloyd’s of London and the broader London insurance market. Since our foundation, we have grown to become one of the leading insurance software specialists in the London Insurance Market. We are a growing team of over 100 colleagues based in Dublin, London, Tokyo, Portugal, Spain, India and Poland.

Here’s What We Have To Offer

DOCOsoft aspires to be a market leader in the technology sector, and we are always looking for new ways to approach projects or improve existing content. We look to hire people that will help us achieve this with hard work, enthusiasm and an expression of their own ideas.

We offer our people the opportunity to impact our growing business- everyone’s contribution matters! A team environment that is focused on the creation and delivery of great products for our clients. Exciting challenges to grow and enhance their skills and a competitive pay and benefits package including;

• 25 days Annual Leave,
• Private pension,
• Bonus scheme,
• Private health,
• Life assurance.

Equal Opportunity Employer

DOCOsoft is committed to building an inclusive and diverse team that represents a variety of backgrounds, experiences and perspectives. We welcome applications from all suitably qualified candidates, and do not discriminate on the grounds of race, religion, gender, marital or family status, age, disability, sexual orientation, membership of the travelling community or any other basis as protected by applicable law. Should you require reasonable accommodations during any stage of the recruitment process, please let us know.