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 and investigation and management of support tickets, resolve where possible and triage 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 driving license and access to own vehicle is essential.

Key Accountabilities

• Ownership and management of tickets, in accordance with SLA’s 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 and weekends) to VIP customers (rota based)
• On-site client support (when required)

Required Professional Skills/Experience

• Service-desk experience
• Technical & Application support experience
• Experience working in an ITIL-based team
• Experience working within strict customer SLAs
• High competency in MS Office applications; Word, Excel, Outlook etc.

Desirable Professional Skills/Experience

• Experience working within software development environments
• Understanding/experience of technical language XML/CSV/JSON/SQL
• Experience with BI tools
• Experience with Jira/Zendesk
• Supplier management
• Business to Business customer service experience.