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For Companies At a Glance
- Tasks: Support and manage application issues, ensuring high-quality service and timely ticket resolution.
- Company: Join a leading software company in Poole, known for its innovative solutions and supportive culture.
- Benefits: Enjoy flexible working options, competitive pay, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values collaboration and problem-solving while making a real impact.
- Qualifications: A driving license and access to a vehicle are essential; tech-savvy individuals are preferred.
- Other info: Occasional on-site visits required; out-of-hours support may be needed.
The predicted salary is between 30000 - 42000 £ per year.
Peaple 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, investigation and management of support tickets, resolving where possible and triaging 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 a driving license and access to your own vehicle is essential.
Key Accountabilities
- Ownership and management of tickets, in accordance with SLAs 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)
Application Support Engineer employer: Click To Hired
Contact Detail:
Click To Hired Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Engineer
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role heavily relies on incident and problem management processes. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to best practices in application support.
✨Tip Number 2
Brush up on your troubleshooting skills, particularly with software applications and hardware managed services. Being able to discuss specific examples of how you've resolved issues in the past will set you apart from other candidates.
✨Tip Number 3
Since the role involves handling support tickets and customer communication, practice articulating your thought process clearly. This will be crucial when discussing how you manage and resolve tickets while adhering to SLAs during the interview.
✨Tip Number 4
Make sure to highlight any experience you have with Zendesk or similar ticketing systems. If you can demonstrate familiarity with creating reports and dashboards, it will show that you're ready to hit the ground running in this role.
We think you need these skills to ace Application Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in application support, ticket management, and ITIL processes. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully resolved support tickets or improved service quality in previous roles.
Showcase Technical Skills: In your application, emphasise your technical skills related to software applications and hardware managed services. If you have experience with Zendesk or similar tools, make sure to include that as well.
Highlight Soft Skills: Don't forget to mention your communication skills and ability to work within a team. These are crucial for an Application Support Engineer, especially when handling customer inquiries and collaborating with colleagues.
How to prepare for a job interview at Click To Hired
✨Understand ITIL Principles
Familiarise yourself with ITIL-based incident and problem management processes. Be prepared to discuss how you have applied these principles in previous roles, as this will demonstrate your understanding of the framework that the company values.
✨Showcase Your Troubleshooting Skills
Be ready to provide examples of how you've successfully resolved application or hardware issues in the past. Highlight specific situations where you triaged problems effectively and adhered to SLAs, as this will show your capability in managing support tickets.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about common issues you might encounter in application support and how you would approach resolving them, including communication with customers and documentation.
✨Demonstrate Team Collaboration
Since you'll be working within a team, emphasise your ability to collaborate effectively. Share experiences where you worked with others to resolve issues or improve processes, as this will highlight your teamwork skills which are crucial for this role.
