Salary: £30,000 - £37,500 plus shift allowance
Job Type: Permanent
Job ID: 167711
Senior Application Support Engineer
NRG are excited to be working exclusively with Singletrack. New to the region, Singletrack have a global reach in providing a cloud-based SaaS solution to their clients. Already the primary vendor in Europe, Singletrack are opening a new office just outside of Newcastle City Centre to spearhead the application and technical support function for their customers based in the US. We are looking to recruit a Senior Application Support Engineer.
The successful candidate will have significant application support experience for a complex application or suite of applications. The primary responsibility of this role is triaging, responding to and managing support requests including liaising with Singletrack’s Client Success and Technical Delivery teams, with an emphasis on the more complex or higher priority requests.
as Senior Application Support Engineer will be used to playing - or be able to step up to - a senior role in the support team providing guidance and mentorship to less experienced team members. A Senior Application Support Engineer is also expected to provide help to the Support Team Leader, deputising for them when they’re away and inputting to performance reviews, process/technology improvement, etc.
This role will require some early morning and late evening shift work as well as on-call coverage of out-of-hours incidents. There is also the possibility of some night shifts, to be agreed.
At least two years experience of supporting a complex application or set of applications (e.g. CRM, ERP, Accounting/Finance, bespoke back-office support)
At least three years experience of providing support (including on-call or out-of-hours coverage)
Excellent request management skills ensuring quick, helpful responses, frequent status updates and successful resolution
Experience of using an online support request environment (e.g. ZenDesk, Salesforce, FreshDesk, etc.)
Experience of Salesforce or other, similar, CRM (Dynamics, Netsuite, Sugar, etc.)
Experience of supporting technical environments (e.g. Linux servers, AWS, Azure, etc.)
Experience of financial services or similarly complex business domains
Salary: £30,000 - £37,500 plus salary uplift due to OOH and potential night shift work