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Application Support Engineer

Location: Middlesbrough

Salary: £25,000 - £30,000

Job Type: Permanent

Job ID: 167149

NRG have recently partnered with a pioneer in the content management space to assist with the resource of an experienced Application Support Engineer This is an exciting opportunity to join a rapidly growing digital business playing a key role in supporting the platform and working with major retailers and enterprise customers.

 

 

You will be responsible for the following:

 

  • Provide 1st level support to customers and internal teams

  • Process Service Requests for customers and internal teams

  • Asses impact of ticket and priorities & categories accordingly 

  • Working to agreed SLAs to ensure resolution is provided to customers within a timely manor

  • Fault diagnosis/resolution skills

  • Ensure customers kept informed of the progress of their issue

  • Escalate tickets to appropriate teams

  • Follow Major Incident Process

 

You will ideally have

 

  • ITIL v3 Foundation 

  • 2+ years’ experience working in a Service Desk environment

  • Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment is essential

  • Experience writing technical Knowledge Articles

  • Take ownership of customer support issues

  • Ability to priorities work and escalate to managers & internal teams when needed

  • Ability to communicate clearly with customers, internal teams & senior managers

  • Understanding of Major Incident Process

  • A real desire to support web applications

  • Exposure in front-end web platforms similar to Confluence and Freshservice

  • An understanding and basic technical skills in HTML, JavaScript, CSS and XML

  • Working to agreed SLAs and ensuring daily/weekly targets are met

  • Ability to diagnose, troubleshoot and resolve issues

  • Clear understanding of Incident Management

  • Understanding of different issues between popular web browsers (Chrome, Safari, Firefox and IE)

 

Salary: £25,000 - £30,000 DOE plus fantastic benefits