At a Glance
- Tasks: Provide L2/L3 support for document publishing applications and ensure high-quality resolution outcomes.
- Company: Join a leading international recruiting agency with a strong presence in the UK.
- Benefits: Full-time permanent role with competitive salary and opportunities for professional growth.
- Other info: Collaborate with diverse teams and enhance your technical expertise in a supportive environment.
- Why this job: Be part of a dynamic team improving service quality and making a real impact.
- Qualifications: Experience in AMS/application support and strong troubleshooting skills required.
The predicted salary is between 42000 - 52500 £ per year.
K&K Talents is an international recruiting agency that has been providing technical resources in the European region since 1993. This position is with one of our clients in
United Kingdom who is actively hiring candidates to expand their teams.
- Role: L2/L3 Support Engineer, Document Publishing COTS applications
- Mode: Onsite
Key Responsibilities
- Provide L2/L3 AMS support across multiple COTS and enterprise applications, ensuring service continuity, SLA adherence and high-quality resolution outcomes.
- Triage, diagnose and resolve incidents; provide workarounds where permanent fixes require change, and maintain clear communication with users and stakeholders throughout the ticket lifecycle.
- Perform root cause analysis for recurring/major incidents, document findings, maintain known error records and implement preventive actions through problem management.
- Support service requests covering access, configuration, data updates, application housekeeping and catalogue-driven fulfilment.
- Coordinate change and release activities including impact assessment, RFC creation, CAB support, deployment validation, back-out planning and post-implementation checks.
- Maintain operational documentation including SOPs, runbooks, knowledge articles, support models, configuration records and handover artefacts.
- Work closely with product vendors, third-party suppliers, Service Desk, infrastructure, security and business teams to manage dependencies and restoration paths.
- Support monitoring, health checks, certificate/service account tracking, vulnerability remediation, patching coordination and license/renewal reporting where applicable.
- Contribute to service improvement through trend analysis, automation opportunities, backlog reduction, knowledge reuse and operational reporting.
Required Skills/Experience
- Application Management Services (AMS) experience in a managed services or enterprise support environment.
- Understanding of ITIL-aligned incident, problem, change, release, service request, configuration and knowledge management processes.
- relevant IT experience, including hands-on AMS/application support for enterprise applications.
- Experience supporting multiple COTS/business applications; exposure to multiple tools such as Boeing Spectrum Publisher Inmedius, RWS XPP, Trilogi View, Trilogi Build, Media Wiki or similar is preferred.
- XSLT and XML technology knowledge is preferred.
- Document publishing workflow knowledge and Aerospace documentation experience are good to have
- Strong troubleshooting skills across application, interface, data, access, configuration and environment issues.
- Working knowledge of ITSM/ticketing tools, CMDB practices, SLA/KPI reporting, dashboarding and operational governance.
- Ability to analyse logs, coordinate with infrastructure/database/security teams and manage dependencies with product vendors.
- Good understanding of patching, vulnerability remediation, application maintenance, certificate tracking and service account governance.
- Basic SQL/database understanding and awareness of integrations, APIs, job scheduling, file transfers and application interfaces.
- Experience working with onsite, offshore and third-party teams in a structured support model.
- Note: Applicants for employment in
United Kingdom should possess work authorization which does not require sponsorship by the employer for a visa
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Technical Support Engineer- Document Publishing COTS applications in Stevenage employer: K&K Talents
K&K Talents is an exceptional employer, offering a dynamic work environment in the heart of London, where innovation meets tradition in the insurance sector. With a strong focus on employee development and growth opportunities, we empower our team to lead transformative Guidewire programs while fostering a collaborative culture that values client engagement and expertise. Join us to be part of a forward-thinking company that champions your career in the thriving P&C and specialty insurance market.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer- Document Publishing COTS applications in Stevenage
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at K&K Talents. 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 K&K Talents 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 Technical Support Engineer- Document Publishing COTS applications in Stevenage
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 K&K Talents:Your cover letter is your chance to shine! Tell us why you want to work at K&K Talents 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 K&K Talents!
How to prepare for a job interview at K&K Talents
✨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.
