Application Support Engineer

BEDE GAMING LIMITED; Newcastle upon Tyne; On-site; GBP 28,000 - 38,000; Full time

Job summary

A forward-thinking organization, Bede Gaming Limited, is seeking an eager Application Support Engineer to join its Service Delivery team. In this role, you'll deliver exceptional service, support applications, and collaborate with skilled professionals. Enjoy benefits like generous leave, healthcare, and a great office culture while advancing your career in a dynamic environment.

Benefits

25 days annual leave plus 8 bank holidays

Select Enhanced Bupa private healthcare

Fully matched private pension scheme

Employee Assistance Programme

Free snacks and refreshments in the office

Access to Calm for meditation and sleep

Regular social events

Bede Holidays - extra discretionary days off

Qualifications

• Experience in a technical support role, ideally within a service desk environment.
• Driven to succeed, with a strong desire to achieve outstanding results.
• Fast learner, able to quickly grasp new concepts and technologies.

Responsibilities

• Provide effective Tier 2 triage for issues, ensuring they are assessed and prioritised accurately.
• Maintain a high level of customer service at all times, ensuring customer satisfaction.
• Take ownership of issues escalated from customer services, ensuring they are resolved satisfactorily.

Skills

Communication

Problem-solving

Collaboration

Customer service

Education

ITIL certification

Job description

Application Deadline: 20 June 2025

Department: Service Delivery

Employment Type: Permanent

Location: Newcastle-upon-Tyne

Reporting To: Duty Manager

Description

We are seeking an enthusiastic Application Support Engineer to join our Service Delivery team. The successful candidate will deliver exceptional service to major clients, supporting Bede's applications and platform. This is a fantastic opportunity to collaborate with experienced professionals and develop your capabilities and skill set in a fast-paced, dynamic environment. This complex and varied role in a rapidly growing team would suit an individual eager to develop and challenge themselves.

During your onboarding period, you will be required to work Monday to Friday, 9:00 am to 5:30 pm.

After your initial onboarding and successful completion of the probationary period, you will be expected to progress to one of the following shift patterns. This will be at the discretion of the business and dependent on available roles within the shift teams. Please note that there is no set timescale for this transition.

Post-onboarding, you will move to one of the following patterns:

• Early/Late Shift: Three days Early (7:00 am – 3:30 pm), three days Late (2:30 pm – 11:00 pm), followed by three days off. This schedule includes weekends and bank holidays. 25% shift allowance.
• Night Shift: Four nights on, four nights off, working from 10:00 pm to 8:00 am on a seven-day rotation. 36% shift allowance.
  
  

What you'll be doing

• Provide effective Tier 2 triage for issues, ensuring they are assessed and prioritised accurately.
• Progress and resolve incidents within the agreed Service Level Agreements (SLA), maintaining high standards of efficiency and quality.
• Work closely with other departments to resolve complex issues, fostering collaboration and communication across teams.
• Escalate incidents promptly when necessary to ensure timely resolution and adherence to SLA.
• Identify and document missing processes, procedures, and knowledge base articles to improve operational efficiency and knowledge sharing.
• Take ownership of issues escalated from customer services, ensuring they are addressed and resolved satisfactorily.
• Maintain a high level of customer service at all times, ensuring customer satisfaction and positive experiences.
• Ensure tickets are updated with detailed progress information, making it easy for any team member to take over if needed.
• Record opportunities to prevent repeat incidents, contributing to continuous improvement and incident prevention strategies.
• Assist the production team in configuring new and existing sites, providing technical support and ensuring smooth operations.
• Train and support new team members, helping them integrate into the team and develop their skills.
• Maintain comprehensive knowledge of key journeys and components, ensuring expertise in all relevant areas.
• Perform thorough testing as part of fault diagnosis, ensuring accurate identification and resolution of issues.
• Any other required duties that are deemed reasonable to the role.
  
  

What we are looking for

• Driven to succeed, with a strong desire to achieve outstanding results.
• Passionate about delivering high-quality service and continuous improvement.
• Possess excellent verbal and written communication skills, capable of engaging effectively with various stakeholders.
• Fast learner, able to quickly grasp new concepts and technologies.
• Comfortable explaining complex concepts clearly and understandably.
• Ability to build strong working relationships with colleagues and clients, fostering a collaborative environment.
• Experience in a role that involves regular interaction with clients or customers, demonstrating strong customer service skills.
• Self-starter with the initiative to identify and address issues proactively.
• Resourceful and confident in problem-solving, able to handle challenging situations effectively.
• Experience in a technical support role, ideally within a service desk environment, providing solutions to a range of technical issues is beneficial.
• Obtaining ITIL certification is also beneficial.
  
  

What we can offer you

Here at Bede, we offer a great benefits package and a competitive salary as you would expect from a forward-thinking and people-centric organisation. What sets us apart is our desire to look after our people in the best way we can and to ensure we are offering the best to our colleagues by asking for feedback, so you’ll be pleased to know our benefits package is always being reviewed.

• A friendly, flexible and trust-based approach to working
• 25 days annual leave, plus 8 bank holidays and a typically very generous Christmas break
• The use of a mobile phone or tablet of your choice, with the monthly contract covered by us
• ‘Select Enhanced’ Bupa private healthcare - access from day 1 which covers all pre-existing conditions
• Fully matched private pension scheme (up to 8% matched)
• Life Assurance which pays out x4 of your salary to a nominated person(s)
• Employee Assistance Programme - Beders have access to support and practical advice on a variety of issues that might impact their life (provided by Bupa)
• Innovation time - Engineers have regular opportunities to spend time developing skills and innovating.
• A great office life! Free snacks and refreshments in the office every day as well as regular food van visits from the best places in Newcastle
• Access to Calm - the #1 app for meditation and sleep
• Lots of social events - inside and outside of the working day
• Referral Programme - help us grow our team with talented individuals and be rewarded with a competitive referral bonus
• Bede swag - from Zoodies to t-shirts and even our much loved Bede socks!
• Bede Holidays - extra discretionary days off through the year as an extra special thank you