Support Lead Engineer / Senior Support Engineer / Application Support

Langland Consultants; Sutton Coldfield; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Pension

25 Days Holiday

Company Bonus

Job summary

Langland Consultants is seeking an experienced Support Lead Engineer (Business / Software Applications) to coordinate a team across 1st to 3rd line support and deliver excellent customer service. The role focuses on technical guidance, incident ownership, and collaboration with Development/Implementation teams.

The successful candidate will have strong SQL skills (including T-SQL), familiarity with MS Windows infrastructure, databases, and programming, and will report to the Support and

Qualifications

• Experience delivering excellent customer support
• Experience in Application Support and SQL usage
• Understanding of programming concepts
• Strong problem-solving and root-cause analysis skills
• Able to mentor and guide support team members
• Ability to manage priorities and incidents effectively

Responsibilities

• Coordinate and lead the application support team across 1st–3rd line support
• Maintain high SLA commitments and customer service standards
• Handle customer escalations and liaise with Development/Implementation teams
• Build and maintain knowledge base and documentation of configurations
• Write SQL scripts and queries; understand SQL Server and programming
• Identify service improvements and advocate best practices

Skills

SQL

T-SQL

MS Windows Infrastructure

Databases

Programming

ITIL

Problem Solving

Leadership

Tools

SQL Server

Windows Server

Job description

Job Description

Support Lead Engineer ( Business / Software Applications):

Are you a talented Application Support Lead who can co-ordinate and motive the team, has a passion and desire for customer service and to excel in their role.Application Support Lead / Senior Support Engineer will be responsible for providing technical solutions and advice for the software products provided by the business.The role is instrumental in working with the support teams and delivering improvements in customer support and experience

This is an exciting time to be part of growing company where you will be able to make a difference and realise personal development.

About the company:

Do you want to be part of a successful organisation, that delivers software for the commercial , private & public sectors, supporting a range of software applications and customers? The role will be focal point for the application support teams and development which are based at 2 locations.

About the role:

The Support Lead Engineer role will be office based in the Midlands office, working closely with a team of technical application support engineers ( 1 st , 2 nd and 3 rd line) based at 2 locations who are involved in supporting customers using the company’s software, building a strong technical awareness of the full technical skillset.

As Support Lead Engineer you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service, and be a conduit between support and development You will need to have strong communication skills, both written and verbal and the ability to take ownership of incidents, whilst ensuring issues are being prioritized and resolved effectively.

This role reports directly to the Support and Operations Manager and will need some technical understanding in particular capability with SQL – to write SQL scripts and queries, and an understanding of programming.

Technical skills around MS & Windows Infrastructure, T-SQL, Servers, Databases and File Structures is required.

Key Responsibilities:

• Reviewing technical support requirements between Support and Development / Implementation teams, with a view to create efficient support solutions.
• Be focal point for support team, ensuring high standards are consistently preserved, recognising strengths and weaknesses and acting on them. Some mentoring of support team to analyse and implement suitable solutions.
• Be focal point for customer escalations
• Working in an integrated environment across multiple technologies
• Build a knowledge base across the business, ensure documentation of the configuration process of the software products, to help with further project implementation.
• Some technical knowledge of SQL - basic scripting, writing SQL statements, understanding SQL Server and Programming
• Ability to highlight and implement service improvements
• Make sure team follow best practice and internal processes.
• Understanding of ITIL and implement some of the procedures into the team.

Candidates must have some exposure to most of the skills listed below:

• Proven track record in delivering an excellent service to customers and key stakeholders
• Experience in Application Support and using SQL
• Good understanding of Programming
• Excellent problem-solving skills with the ability to identify root cause and implement controlled changes
• Must be able to demonstrate technical ability at all support levels and the links into Implementation and Development.
• Excellent time management skills with the ability to manage conflicting priorities
• SQL knowledge -ability to create SQL scripts and queries, T-SQL, MS & Windows Infrastructure, Databases and File Structures,

Benefits (Negotiable)

• Basic salary of up to £45k on offer
• Pension
• 25 Days Hols
• Company Bonus

Langland Consultants acts as an Employment Agency /Business with regards to this vacancy. As an Equal Opportunities employer, Langland Consultants welcomes applications regardless of race, gender, nationality, ethnic origin, sexual orientation, religion, marital status, disability or age. All applicants are considered on the basis of their merits and abilities for the job.