Application Support Engineer

Job DescriptionPeaple Talent have partnered with a market leading software company based in Poole who are expanding their support function and are recruiting for application support Engineers. You will be working within a fantastic team who are responsible for the support and investigation and management of support tickets, resolve where possible and triage issues, ensuring tickets are processed and resolved adhering to customer SLAs and high service quality. Within this role there will be occasional on site visits so driving license and access to own vehicle is essential. Key AccountabilitiesOwnership and management of tickets, in accordance with SLA’s and priorities and in line with ITIL-based incident and problem management processes Software application and hardware managed services Resolving issues, updating customers, closing tickets and documenting if required Handling inbound telephone calls Processing emails inbound to the Support team shared mailbox Creating/updating various support documentation/knowledge articles Investigating and troubleshooting reported issues with the team Escalation of issues and risks Printer/terminal support Creating and updating reports and dashboards within Zendesk Provide out of hours on-call support (overnight…