Application Support Engineer

Department for Business and Trade; Salford; On-site; GBP 35,000 - 45,000; Full time

Job summary

A government department in Salford is seeking an Application Support Engineer to manage the service desk for various SaaS applications. The role involves ensuring timely issue resolution, collaborating with stakeholders, and continuously improving support processes. Ideal candidates should have experience in technical support and a willingness to work in a dynamic, agile environment. Familiarity with Microsoft 365 and other SaaS tools is beneficial but not essential.

Qualifications

• Experience with managing 1st and 2nd line technical support.
• Familiarity with SaaS applications and support processes.
• Ability to collaborate with diverse teams.

Responsibilities

• Manage the Application Support service desk.
• Identify new solutions with stakeholders.
• Support training for users and junior staff.

Skills

Knowledge of SaaS applications

Team collaboration

Process improvement

Technical support

Tools

Microsoft 365

Atlassian Suite

Zendesk

Google Workspace

Job description

Overview

We are looking for a dynamic Application Support Engineer. The service desk will support various applications such as the Atlassian Suite, Zendesk, Google Workspace, Intune and other productivity applications in use across the department. In this role, you'll contribute to the design of the support process of these vital applications, and ensure their stability, robustness, and resilience to help us keep our digital services running smoothly and efficiently.

About you

As an Application Support Engineer, you will work in a dynamic, agile environment, reporting to the Application Support Lead, and working alongside other application engineers and other roles in DDaT, such as Delivery Managers, Business Analysts, DevOps engineers, Architects and Testers. You will be responsible for managing the 1st and 2nd line technical support for various SaaS applications across the department. You will look for opportunities to improve process efficiency, identify new available features, make use of automations where possible and work with various teams when onboarding new applications. You will also be actively participating in improving the capability of the Application Support team, as well as presenting at Show and Tells to share new features with the team and stakeholders. It would be beneficial to have knowledge of Microsoft 365 when starting the role but not essential.

Main responsibilities

• Manage the Application Support service desk to ensure that issues are resolved in a timely manner within the SLA
• Work with stakeholders to identify new solutions based on upcoming requirements
• Participate in testing and validation of solution designs, using automation where possible
• Organise training sessions for users and junior staff members
• Liaise with SaaS suppliers for any outages and escalations

Disability and equality statement

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

The Department for Business and Trade (DBT) mission is to grow the economy by helping businesses invest, grow and export to create jobs and opportunities. The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support this mission.