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Application Support Engineer

About the role

Role: Application Support Engineer

Location: Newcastle (Offering flexible working structure)

Salary: Circa £32,000

A successful software company based in Newcastle are looking to bring on an Application Support Engineer who will troubleshoot technical issues, provide 2nd line technical support to clients of their bespoke transport management software, and support the roll-out of new software solutions.

You will be rewarded with bonus schemes, training, and flexible working structure.

The ideal candidate will be experienced in delivering first-class support to customers as well as creating written documentation.

You will be responsible for:

  • Ensure customer tickets are responded to and resolved within SLA.
  • Communicating with customers regularly with regards to their requests.
  • Maintain a high-quality service to customers.
  • Managing multiple cases at one time, ensuring case notes are up to date.
  • Diagnosing and resolving incidents using remote access tools and verbal instructions.
  • Installing and configuring software.
  • Providing timely and accurate customer feedback.
  • Supporting the roll-out of new software applications.
  • Testing and evaluating new technologies.

To be successful in this role you should have:

  • Experience with SQL
  • Comprehension of Coding Language technology (Desirable)
  • Previous Software Support Experience at a 2nd Line Level
  • Exceptional customer service skills
  • The ability to support non-technical customers and explain complex IT concepts in simple terms.
  • Excellent organisational skills with the ability to manage priorities.
  • The ability to troubleshoot a variety of issues and resolve user issues.
  • Ability to work on own initiative and make balanced decisions.
  • A commitment towards delivering quality customer service.

There are plenty of opportunities in this role to develop your skills and take the next steps in your career with a company that invests in its training and support schemes.

If you’re interested in this position of Application Support Engineer, click apply now and a member of our team will be in touch.

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