Application Support Analyst – 2nd Line

Description

We are currently seeking an Application Support Engineer to join our team supporting local authorities in utilising Liquidlogic’s market leading Education and Social Services and Case Management software.

Duties and Responsibilities:

• Responsible for 2nd and 3rd line support functions as part of the Application Support team.
• Investigate, analyse and problem-solve Incidents raised via our Incident Management System, Jira.
• Use application log files, SQL and other diagnostic tools and methodologies to resolve issues, including data issues, coding issues and reviewing application and Windows/SQL logs to identify the cause.
• Liaise with Problem Management, Development and Product teams as well as Third Party subcontractors when required.
• Replicating persistent issues in the applications, using local test systems to identify potential bugs to be logged with Development for fix.
• Communicate with customers regularly over issues and problems that they encounter.
• Take ownership of allocated customers and be their named dedicated engineer ensuring that incidents are managed and resolved within agreed Service Level Agreements.
• Support customers on our own hosted servers as well as on-premises servers.

Skills and Experience:

This is a customer facing role which requires good interpersonal skills, technical understanding, and the ability to work as part of a team but also demonstrates initiative when working alone. This is together with the skills outlined below:

Essential:

• Strong analytical and diagnostic skills.
• Knowledge and experience of working with SQL Server and writing SQL / T-SQL queries for fixing data issues.
• Strong 2nd line software / application support experience.
• Experience of Microsoft Windows Server and applications.
• Ability to prioritise and execute tasks.
• Excellent time management/ownership of personal Jira queues.
• Strong written and verbal communication skills both internally and externally and ability to communicate with other members of the team.

Desirable:

• Data Warehouse/Business Objections experience.
• Knowledge/experience of 3rd line software support.
• Jira/Confluence knowledge.
• Supporting external customers using remote software.
• Experience of monitoring software/server administration.
• Knowledge of Social Care/Education software support/processes.