At a Glance
- Tasks: Support and maintain bespoke applications while delivering excellent customer service.
- Company: A forward-thinking organisation in the financial sector with a rich heritage.
- Benefits: 16% annual bonus, 8% pension, and hybrid working model.
- Other info: Opportunity to work closely with senior leadership and influence operational excellence.
- Why this job: Join a team driving digital growth and innovation in a collaborative environment.
- Qualifications: Experience in IT Service Management and strong troubleshooting skills required.
The predicted salary is between 45000 - 45000 £ per year.
Location: London, hybrid (3 days per week in the office)
Immersum is supporting a long-established organisation within their sector that is entering an exciting period of digital growth and innovation. With ambitions to expand its range of tradable financial products and deliver innovative risk management solutions to their industry and investors, they are looking for a Product Support Engineer to join their growing Product Development team. This is an opportunity to work within a business that combines a wealth of industry heritage with a forward-thinking technology strategy.
You'll play a key role in supporting business-critical applications, customer onboarding, incident management, and the ongoing configuration and maintenance of internal systems that underpin the organisation's services.
The Role
Reporting directly to the CIO, you will join the Product Development team and take responsibility for supporting and maintaining a range of bespoke applications used across the business. Working closely with customers, internal stakeholders and technology teams, you will provide 1st line support, coordinate incidents, manage system configurations, and contribute to the continuous improvement of operational processes. This role would suit someone with a strong grounding in IT Service Management principles who enjoys troubleshooting complex systems, improving operational processes, and delivering excellent customer service.
Responsibilities
- Configure and maintain bespoke applications used across benchmark production, membership management and publication services
- Provide 1st line support for customer queries, ensuring service levels and KPIs are achieved
- Coordinate and manage incidents, including logging activity, engaging relevant stakeholders and conducting root cause analysis
- Support customer onboarding activities and ongoing customer engagement
- Create, maintain and improve operational documentation, runbooks and standard operating procedures
- Work closely with Product Development teams to ensure the smooth operation and continuous improvement of systems and services
- Assist with change management and configuration activities across business-critical platforms
- Support operational excellence initiatives and drive improvements to service delivery processes
Experience
- Strong experience working within IT Service Management (ITSM) environments
- Solid understanding of incident, problem and change management processes
- Experience supporting business-critical applications and services
- Strong troubleshooting and problem-solving capabilities
- Excellent organisational skills with strong attention to detail
- Excellent written and verbal communication skills
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Degree in Computer Science or a related technical discipline (or equivalent experience)
- Knowledge of Jira Service Management or similar service desk platforms
- Experience using Confluence or other documentation platforms
- ITIL Foundation certification or equivalent ITIL knowledge
- Awareness of cloud platforms such as Microsoft Azure and AWS
- Experience creating and maintaining technical documentation and operational runbooks
- Understanding of customer onboarding and support processes
- Awareness of the shipping, maritime or financial services sectors
Why Join?
- 16% annual bonus
- 8% non-contributory pension
- Hybrid working (3 days per week in the London office)
- Opportunity to work directly with senior leadership, including the CIO
- A business with significant investment in technology and product innovation
- A collaborative environment where your input will directly influence operational excellence and customer experience
If you're passionate about delivering excellent service, solving technical challenges, and working within a business that is modernising and investing heavily in technology, we'd love to hear from you.
Application Support Engineer employer: Immersum
Immersum is an exceptional employer that offers a dynamic work environment in London, where innovation meets tradition. With a strong focus on employee growth and collaboration, you will have the opportunity to work closely with senior leadership while contributing to cutting-edge technology initiatives. The hybrid working model, competitive annual bonus, and non-contributory pension further enhance the appeal of joining a company committed to operational excellence and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Immersum values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Immersum might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Immersum!
✨Direct Apply to Immersum
Let's not forget to apply directly through the Immersum website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Application Support Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Immersum.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Immersum. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Immersum
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
