Applications Support Specialist – 1st/2nd Line

ASSA ABLOY Sicherheitstechnik GmbH; Olney; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Ex-gratia day for Christmas Eve

Birthday day off

Online benefits portal

Family Brand discount (Yale)

Life cover 2x annual salary

Company Pension 5%

Employee Care scheme

Job summary

ASSA ABLOY Traka’s UK Team in Olney is seeking an Application Support Technician to assist customers with technical issues, providing prompt 1st and 2nd line support by phone and email and documenting tickets to ensure high-quality service.

You will investigate faults across diverse customer environments, replicate issues using test systems, and collaborate with EMEIA 3rd level support, raising Field Service Work Orders when on-site engineering is required.

Qualifications

• Knowledge of SQL databases, Windows system and IT networking.
• Previous experience in similar roles handling queries from end users.
• Demonstrates flexibility, adaptability and strong team spirit while maintaining accuracy.
• Delivers excellent customer service through clear written and verbal communication.
• Ability to prioritise workloads with a proactive and organised approach.

Responsibilities

• Provide prompt 1st and 2nd line assistance via phone and email to UK customers, ensuring high-quality ticket management and documentation.
• Investigate technical issues across diverse customer environments, replicating faults using test systems, and following through to resolution.
• Cooperate with EMEIA 3rd level support and raise Field Service Work Orders when on-site engineering is required.
• Communicate knowledge and solutions within the team to improve service quality and problem resolution.
• Perform general administrative tasks within the customer services department to support smooth operations.

Skills

SQL databases

Windows systems

IT networking

Customer service

Teamwork

Job description

ASSA ABLOY Traka’s UK Team in Olney is seeking an Application Support Technician to assist customers with technical issues, providing prompt 1st and 2nd line support by phone and email and documenting tickets to ensure high-quality service.

You will investigate faults across diverse customer environments, replicate issues using test systems, and collaborate with EMEIA 3rd level support, raising Field Service Work Orders when on-site engineering is required.