Application Support Engineer

TBA Group; Leicester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Join an award-winning software development company as a 2nd Line Technical Support specialist. You will provide crucial support for bespoke WMS solutions, ensuring customer satisfaction while troubleshooting and resolving complex software issues. Enjoy competitive salary, hybrid working, and opportunities for career growth within a close-knit team focused on innovation and excellence.

Benefits

25 days annual leave plus bank holidays

Private Health Care

Workplace pension

Employee Perks Scheme

Flexi-Time policy

Ability to work in a different location other than home for up to 6 weeks

Qualifications

• Experience in a support helpdesk environment.
• Hands-on experience with SQL and ITSM tools.
• Understanding programming logic is preferable.

Responsibilities

• Provide 2nd Line support to end-users and customers.
• Troubleshoot and resolve escalated service issues.
• Engage with technical teams for integration support.

Skills

Customer-focused approach

Technical troubleshooting

Interpersonal skills

Proactivity

Analytical skills

Problem-solving skills

Self-learning

Tools

SQL

ITSM tools (Cherwell or ServiceNow)

Oracle database

Job description

You will have a strong customer-focused approach and be experienced in working in a support helpdesk environment with the ability to work calmly and efficiently. You will work independently and as part of a team ensuring required outputs for efficient and effective working are met whilst maintaining the required quality standards.

You will provide 2nd line technical support for our WMS solution. Covering all aspects of bespoke software for our client systems, you will successfully investigate, troubleshoot, and resolve service issues.

• Hands on experience with SQL
• Experience with ITSM tools such as Cherwell or ServiceNow
• Good interpersonal skills and enthusiasm to collaborate closely with colleagues
• Proactive and focused: taking initiative and a getting things done with a positive “can do” attitude
• The ability to troubleshoot and resolve WMS issues
• Analytical, organizational, and problem-solving skills, with a detail-oriented approach
• Ability and willingness to self-learn / develop product knowledge and technical skills (given suitable professional training)
• Understanding programming logic would be preferable
• Be highly motivated, with the self-discipline to manage workload and meet key deadline

About the role

.css-p6wkzt{width:calc(100% - 0px);margin:0px;}@media (max-width:599px){.css-p6wkzt:nth-of-type(n+NaN){display:none;}}@media (min-width:600px){.css-p6wkzt{width:calc(50% - 0px);margin:0px;}}@media (min-width:600px){.css-p6wkzt:nth-of-type(n+NaN){display:none;}}TBA Group was established over 30 years ago; we’re award-winning and one of Europe’s leading software development companies for the intermodal and logistics companies. Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide. The work we do is complex, challenging and rewarding and together with a relaxed, friendly atmosphere and a close-knit team, we believe we offer a unique working environment; our enviable staff retention rate speaks volumes about our ethos. It’s our aim for further substantial growth over the next 5 years and with our sights set on our ambition and there are opportunities for career advancement within our thriving, award-winning professional organisation.

What are we looking for?

You will have a strong customer-focused approach and be experienced in working in a support helpdesk environment with the ability to work calmly and efficiently. You will work independently and as part of a team ensuring required outputs for efficient and effective working are met whilst maintaining the required quality standards.

You will provide 2nd line technical support for our WMS solution. Covering all aspects of bespoke software for our client systems, you will successfully investigate, troubleshoot, and resolve service issues.

A passion for delivering customer service excellence

Hands on experience with SQL

Oracle database experience

Experience with ITSM tools such as Cherwell or ServiceNow

Good interpersonal skills and enthusiasm to collaborate closely with colleagues

Proactive and focused: taking initiative and a getting things done with a positive “can do” attitude

The ability to troubleshoot and resolve WMS issues

Analytical, organizational, and problem-solving skills, with a detail-oriented approach

Ability and willingness to self-learn / develop product knowledge and technical skills (given suitable professional training)

Understanding programming logic would be preferable

Be highly motivated, with the self-discipline to manage workload and meet key deadline

About the role

.css-p6wkzt{width:calc(100% - 0px);margin:0px;}@media (max-width:599px){.css-p6wkzt:nth-of-type(n+NaN){display:none;}}@media (min-width:600px){.css-p6wkzt{width:calc(50% - 0px);margin:0px;}}@media (min-width:600px){.css-p6wkzt:nth-of-type(n+NaN){display:none;}}TBA Group was established over 30 years ago; we’re award-winning and one of Europe’s leading software development companies for the intermodal and logistics companies. Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide. The work we do is complex, challenging and rewarding and together with a relaxed, friendly atmosphere and a close-knit team, we believe we offer a unique working environment; our enviable staff retention rate speaks volumes about our ethos. It’s our aim for further substantial growth over the next 5 years and with our sights set on our ambition and there are opportunities for career advancement within our thriving, award-winning professional organisation.

Key Responsibilities

Provide 2nd Line support directly to end-users and customers

Troubleshoot and resolving escalated support calls and email enquiries from customers

Visiting customer sites where necessary to support account reviews

Work closely with colleagues across internal and external support teams where integration is required with other products and technologies

Engage and consult with wider technical teams (software engineers, functional / tooling specialists, solution architect) as part of day-to-day work

Carry out Incident analysis and investigation to find and address root cause

Flagging repeat issues for problem investigation and resolution

Create and maintain appropriate levels of documentation including via ticket updates

Perform preventative maintenance as well as evaluating documented resolutions

Supporting the training and development of the First Line team

You will receive

Salary: Competitive

25 days annual leave plus UK bank holidays.

Hybrid working policy

Flexi-Time policy.

Workplace pension.

Private Health Care.

Healthcare Cash Plan

Employee Perks Scheme

Ability to work in a different location other than home for up to 6 weeks a year

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Created on 16/07/2025 by TN United Kingdom