At a Glance
- Tasks: Support and troubleshoot software applications for energy market clients.
- Company: Join an innovative software company leading in the utility sector.
- Benefits: Enjoy hybrid working options and flexible schedules to fit your lifestyle.
- Other info: Diverse candidates are encouraged to apply; training will be provided.
- Why this job: Be part of a collaborative team making a real impact in the energy sector.
- Qualifications: Experience in software deployment, customer support, and SQL databases is essential.
The predicted salary is between 28800 - 42000 £ per year.
Summary
We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.
Job Description
Department: Service Support
Reports To: Service Support Manager
Work Location: Chorley - Hybrid
Hours of Work: 37.5
Position Type: Full-Time
Rate Type: Salary
Grade: 3
We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role. During your initial training period the need to be in office with other team members will be essential.
While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.
The Application Support team is responsible for installing, maintaining, monitoring, and supporting the Retail Suite of ESG applications that serve our Energy Market Participant clients. Daily activities vary from small-scale incident resolution to large-scale project delivery. Analysts will work together and with various internal teams to deliver solutions and to support the day-to-day running of our clients' services.
ESG's current service hosting is split across a stack of Windows Virtual Machines and a shared stack of SQL Server databases. This is being migrated over time to AWS hosting utilising containerisation. This includes development of new applications that are exclusive to the new infrastructure. The Application Support team will support both Private Cloud and AWS systems, so candidates will be expected to have capability to support a variety of systems.
Working hours are between 08:00 and 17:30, with out-of-hours on-call and overtime opportunities.
Position Responsibilities
- Provide first-line and second-line support to customers via Helpdesk.
- Monitor service levels and systems, and resolve issues raised via monitoring applications and reports.
- Complete incident reports following incident resolution.
- Installation and configuration of applications to Internal and External, Production and Test environments.
- Implementation of regular updates to Production environments in-line with industry requirements.
- Administer application deployment and configuration on Windows VMs via RDP and in AWS via Argo.
- Work with Infrastructure, Network and Product Development teams to investigate complex issues, identify and implement solutions to new and re-occurring problems.
- Document incidents, problems, resolutions, and ways of working for the team.
- Champion changes to applications via Project Roadmap, and to systems and services via Change Advisory Board.
- Analyse and evaluate existing or proposed software systems to determine feasibility, time required and process.
- Follow procedures and seek assistance when guidelines are inadequate, deviations from the standard are proposed or when unanticipated problems arise.
Projects
- To understand the concept of solution implementation; assist in the implementation of new and amended solutions.
- To report progress and participate in progress meetings.
- To understand the importance of configuration management and participate within a formal configuration and change management system.
- To understand the importance of change control and work within a formal change control system.
- To understand the importance of quality control, to comply with all relevant standards and procedures and participate in quality assurance and control activities.
- To contribute to the project planning process by providing estimates of effort and elapsed time for the assigned work; to advise of any deviations from the plan.
Values
- Excellence: be accountable to deliver our best
- Passion: show how much we care each day
- Integrity: do the right thing when no one is looking
- Collaboration: work together to succeed together
We welcome diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.
Position Qualifications
- Knowledge and experience of deployment of Java applications utilising Apache Tomcat.
- Knowledge and Experience of Customer Support via Helpdesk.
- Ability to interrogate Microsoft SQL databases for incident resolution and reporting.
- Knowledge and experience of system monitoring solutions.
- Strong problem solving and organisation skills.
- Strong attention to technical detail.
- Excellent written and oral communications with both technical and non-technical personnel.
Desirable Experience
- Powershell scripting
- SQL scripting
- AWS Foundational Knowledge
- Argo
- ITIL Foundation
- ITIL OSA
ISO AWARENESS
- Follow IMS Policies
- Reporting of Incidents
- ISO Responsibilities
- ISO Staff Awareness
*For more information on how we process your information please see our privacy notice which can be found on our website https://esgglobal.com/privacy-policy/ *
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Application Support Analyst in Chorley employer: ESG
As a leading software and services company in Chorley, we pride ourselves on fostering a collaborative and inclusive work culture that values excellence and integrity. Our hybrid working model offers flexibility, while our commitment to employee growth ensures that you will have ample opportunities to develop your skills and advance your career in the dynamic utility sector. Join us to be part of a passionate team dedicated to delivering innovative solutions and exceptional service to our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Analyst in Chorley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ESG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ESG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Application Support Analyst in Chorley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ESG:Your cover letter is your chance to shine! Tell us why you want to work at ESG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ESG!
How to prepare for a job interview at ESG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
