Application Support Engineer

Peaple Talent; Poole; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading software company in Poole is seeking an Application Support Engineer to join their expanding support team. The role involves managing support tickets, troubleshooting issues, and ensuring high-quality service for customers. Candidates should have experience in technical support and ITIL environments, with strong communication skills and a commitment to customer satisfaction.

Qualifications

• Experience in technical and application support.
• Experience working in an ITIL-based environment.
• Proven ability to work within strict customer SLAs.

Responsibilities

• Ownership and management of support tickets according to SLA priorities.
• Resolving issues, updating customers, closing tickets, and documenting solutions.
• Providing out-of-hours on-call support for VIP customers.

Skills

Technical support

Application support

Customer service

Troubleshooting

ITIL

MS Office

XML

SQL

BI tools

Zendesk

Job description

This role is provided by Peaple Talent. Your actual pay will depend on your skills and experience — discuss with your recruiter for more details.

Base pay range

Direct message the job poster via Peaple Talent.

Peaple Talent has partnered with a leading software company in Poole, currently expanding their support team. They are seeking Application Support Engineers to join a dynamic team responsible for support, investigation, and management of support tickets. The role involves troubleshooting issues, resolving where possible, and ensuring tickets meet customer SLAs with high service quality.

Occasional on-site visits are required, so a driving license and access to a personal vehicle are essential.

Key Accountabilities

• Ownership and management of support tickets according to SLA priorities, aligned with ITIL incident and problem management processes.
• Providing software application and hardware managed services.
• Resolving issues, updating customers, closing tickets, and documenting solutions.
• Handling inbound calls and processing emails to the support mailbox.
• Creating and updating support documentation and knowledge articles.
• Investigating and troubleshooting reported issues collaboratively.
• Escalating issues and risks appropriately.
• Supporting printer and terminal issues.
• Creating and updating reports and dashboards within Zendesk.
• Providing out-of-hours on-call support (overnight and weekends) for VIP customers on a rota basis.
• Providing on-site client support when necessary.

Required Skills and Experience

• Experience in technical and application support.
• Experience working in an ITIL-based environment.
• Proven ability to work within strict customer SLAs.
• Proficiency in MS Office applications: Word, Excel, Outlook, etc.
• Experience in software development environments.
• Understanding of technical languages such as XML, CSV, JSON, SQL.
• Experience with BI tools.
• Familiarity with Jira and Zendesk.
• Business-to-business customer service experience.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development

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