Senior Application Support Engineer

Link Financial Outsourcing Limited; Cardiff; On-site; GBP 48,000 - 64,000; Full time

Benefits offered by this job

Brand new office near central station

Great facilities: coffee, drinks, and–

Fast internet

Job summary

Link Financial Outsourcing Limited in Cardiff, UK, is seeking a Senior Application Support Engineer to join our Engineering team. You will provide 2nd/3rd line support, own triage and root-cause analysis, and mentor junior staff while delivering and supporting our financial software for LDMS partners and clients.

You will also write scripts to automate tasks, document resolutions, and champion best practices within a fast-paced agile environment.

Qualifications

• Minimum of 3 years’ experience in an application support or software support role.
• Working knowledge of Web/PC environments.
• Working knowledge of issue management systems (we use Jira).
• Working knowledge of version management tools (we use Bitbucket).
• Must understand SQL (any flavour), including: Select, Insert, Update, Delete statements; Understanding and executing system procedures; Construction of ad hoc queries using SQL; Fixing data issues by writing SQL statements; Writing and optimising complex, multi-table SQL queries; Debugging and troubleshooting PL/SQL functions and stored procedures; and Interrogating database functions and procedures to identify root cause.
• Experience with a scripting language, (our preference is Powershell), used to automate common support tasks and fixes
• Proven experience investigating, diagnosing and resolving complex technical issues
• Experience mentoring or coaching less experienced colleagues, with strong written documentation skills

Responsibilities

• To be the first point of contact within the Engineering function for the Service Delivery team
• Owning the triage and root-cause analysis of complex or escalated issues, validating incident details and information provided by junior team members
• Responding to second line support requests from our Service Desk
• Utilising the issue management system to track all user interactions and issue resolutions
• Identifying and escalating situations requiring urgent attention, redirecting problems to appropriate resource when necessary
• Working within a fast-paced agile development team
• Mentoring and coaching junior Application Support Engineers, sharing knowledge and best practice
• Documenting issues, root causes and resolutions in the team knowledge base
• Writing and maintaining scripts to automate repetitive support tasks and issue resolution
• Championing and embedding best practice across the support function

Skills

SQL

Powershell

Jira

Bitbucket

Root cause analysis

Mentoring

Customer support

Tools

Web/PC environments

Job description

Senior Application Support Engineer Link Financial Outsourcing Limited•Cardiff, UK

The Role

As a Senior Application Support Engineer you will be part of the Engineering team at LDMS assisting multi-disciplined teams to deliver and support world class financial software for LDMS partners and clients, mentoring less experienced colleagues and helping to embed best practice across the team. Reporting directly to the Lead Engineer you’ll be expected to gain a sound understanding of our business, the systems we use and the products that we supply. You’ll be focused on supporting our customers by responding to service tickets, understanding customer needs and issues.

Possessing a logical mindset, strong analytical and investigative skills, clear communication skills and an in-depth knowledge of our products, you will be required to provide a senior 2nd/3rd line support capability, taking ownership of complex issue investigation through to resolution.

You will be required to take a proactive approach to work, being responsible for helping to lead and support our Service Delivery team to provide support for our customers.

Your skills & experience?

Whilst we see great value in bringing people in with specific skills, we also realise that sometimes your background may not perfectly overlap with what's listed below.

At LDMS we look at aptitude and attitude as well as your current technical skills and experience. If you don't consider yourself as ticking all of the technical requirements but you have a passion for tech and think you'd be a perfect fit for us please get in touch.

The basic skills required for this role are:

• Minimum of 3 years’ experience in an application support or software support role
• Working knowledge of Web/PC environments
• Working knowledge of issue management systems (we use Jira)
• Working knowledge of version management tools (we use Bitbucket)
• Must understand SQL (any flavour), including: Select, Insert, Update, Delete statements; Understanding and executing system procedures; Construction of ad hoc queries using SQL; Fixing data issues by writing SQL statements; Writing and optimising complex, multi-table SQL queries; Debugging and troubleshooting PL/SQL functions and stored procedures; and Interrogating database functions and procedures to identify root cause
• Experience with a scripting language, (our preference is Powershell), used to automate common support tasks and fixes
• Proven experience investigating, diagnosing and resolving complex technical issues
• Experience mentoring or coaching less experienced colleagues, with strong written documentation skills

What will you be doing?

• To be the first point of contact within the Engineering function for the Service Delivery team
• Owning the triage and root-cause analysis of complex or escalated issues, validating incident details and information provided by junior team members
• Responding to second line support requests from our Service Desk
• Utilising the issue management system to track all user interactions and issue resolutions
• Identifying and escalating situations requiring urgent attention, redirecting problems to appropriate resource when necessary
• Working within a fast-paced agile development team
• Mentoring and coaching junior Application Support Engineers, sharing knowledge and best practice
• Documenting issues, root causes and resolutions in the team knowledge base
• Writing and maintaining scripts to automate repetitive support tasks and issue resolution
• Championing and embedding best practice across the support function

Who are we and what can you expect from us?

We have a positive, social and open company that is made up of a diverse collection of people who are all very much focused on the opportunity ahead. We are confident in our own ability yet we realise that there is always room for improvement.

Our company is authentic, we are in our growth phase, we aren't perfect nor do we have all of the answers but we operate in an open and collaborative way, where we challenge and encourage one another to learn and evolve together. Being a team player is key, however, rest assured that you’ll be given the autonomy to get things done.

Due to being part of a wider group we are lucky enough to have a brand new office that is equipped with great facilities like real time status boards, good coffee, drinks, snacks and super fast internet connectivity, we also have split working areas, chillout / creative spots and of course an area where we can come together to socialise. All of this is within a 2 minute walk from central station.

Our salaries are competitive and based on individual experience.