Application Support Engineer

Department for Business and Trade; Tees Valley; On-site; GBP 30,000 - 45,000; Full time

Job summary

A governmental agency in Tees Valley is seeking a dynamic Application Support Engineer to manage technical support for various SaaS applications. You will work in an agile environment, collaborating with cross-functional teams, and contribute to the stability of digital services. Experience in application support management and a collaborative mindset are essential. The role offers opportunities for professional growth and skill development.

Qualifications

• Experience in managing application support services and service desks.
• Ability to work in an agile environment and collaborate with cross-functional teams.
• Knowledge of Microsoft 365 is beneficial but not essential.

Responsibilities

• Manage the 1st and 2nd line technical support for various SaaS applications.
• Identify new solutions based on requirements and work with stakeholders.
• Participate in testing and validation of solution designs.
• Organise training sessions for users and junior staff members.
• Liaise with SaaS suppliers for outages and escalations.

Skills

Application support management

Agile collaboration

Technical problem-solving

Tools

Microsoft 365

Atlassian Suite

Zendesk

Google Workspace

Intune

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 for these vital applications, and ensure their stability, robustness, and resilience to help us keep our digital services running smoothly and efficiently. You will work in a dynamic, agile environment, reporting to the Application Support Lead, and collaborating with other application engineers and roles in DDaT (Delivery, Data and Technology) such as Delivery Managers, Business Analysts, DevOps engineers, Architects and Testers.

Main responsibilities

• Manage the 1st and 2nd line technical support for various SaaS applications across the department and ensure issues are resolved in a timely manner within the SLA.
• Identify new solutions based on upcoming requirements and work with stakeholders to implement them.
• 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 outages and escalations.

Experience and qualifications

• Experience in managing application support services and service desks.
• Ability to work in an agile environment and collaborate with cross-functional teams.
• Knowledge of Microsoft 365 is beneficial but not essential.

Diversity and inclusion

Disability Confident: 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. 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.

About the organization

The Department for Business and Trade (DBT) aims to grow the economy by helping businesses invest, grow and export to create jobs and opportunities across the country. The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support these goals. The team has been nominated four times in a row for the "Best Public Sector Employer" at the Women in Tech awards.