Application Support Engineer

Simplyhealth; Hedge End; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading health company in the UK seeks an Application Support Engineer to ensure optimal performance of software applications. The role involves troubleshooting, providing technical support, and collaborating with various teams to resolve issues. Candidates should possess strong problem-solving abilities and a customer-focused attitude. This position offers an opportunity to grow within the IT field.

Qualifications

• Experience in maintaining software applications.
• Strong technical problem-solving skills.
• Excellent communication and customer service skills.

Responsibilities

• Maintain and support software applications for optimal performance.
• Monitor application health and proactively resolve issues.
• Collaborate with IT teams to troubleshoot problems.

Skills

Problem-solving

Customer support

Technical troubleshooting

Collaboration

Job description

We're not just your average health company; we're aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we're the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.

As Application Support Engineer, you'll be responsible for maintaining and supporting Simplyhealth's software applications, ensuring optimal performance, troubleshooting issues, providing second line technical support, and liaising with vendors and internal teams. The role involves working closely with end-users, understanding their requirements, identifying the right approach, and engaging other technology teams to ensure timely solutions are provided to any problems they encounter with applications.

If you are passionate about technology, enjoy solving complex problems, and have a customer-focused mindset, this role is an excellent opportunity to grow your career in the IT field.

Key responsibilities

1. Operational Readiness: Validate applications or changes for live deployment, ensuring full handover and support readiness.
2. System Monitoring: Monitor application health, performance, and stability, proactively resolving issues to meet SLAs.
3. Issue Resolution: Respond to user enquiries and tickets, diagnose technical problems, and collaborate with IT teams to resolve them.
4. Incident Management: Maintain and close incident records within SLA timelines, lead complex troubleshooting, and support problem management to prevent reoccurrence.
5. Customer Support: Deliver effective, high-quality support to users, ensuring timely and empathetic resolution of issues.
6. Cross-Team Collaboration: Work with Development, QA, Network, Database, and Operations teams to support application upgrades and resolve issues.
7. Deployment Support: Assist with application deployments, upgrades, post-release validation, and system integration efforts.
8. Documentation & Training: Create knowledge base articles, provide user guidance, and support training efforts to reduce repeat issues.
9. Data & Reporting: Assist in data analysis and reporting, ensuring integrity and identifying trends in recurring problems.
10. Automation: Use scripting or automation tools to automate tasks and improve efficiency.