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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £20000 - £22500
Type: Permanent
Posted: 04/01/2022
App Support Engineer Ronald James Group 2022-07-01

We are looking for a passionate Application Support Engineer to join a talented tech company. This company is looking for someone with a degree in computer science/IT who is looking to learn and to work with experienced professionals, and grow their capabilities and skillsets in a fast-moving and dynamic environment.

This role is great for a graduate wanting to kick start their career in the tech world. This company has a very fun culture and provides some great benefits including team nights out and activities as well free food and drink and discounted gym membership.

Key Responsibilities:
● Provide Tier 2 issue triage
● Progression and Resolution of incidents within SLA
● Liaising with other team's department to resolve complex issues
● Timely escalation of incidents
● Identify and document missing processes, procedures and knowledge base articles
● Ownership of issues escalated from customer services
● Provide a high level of customer service at all times
● Ensure tickets are kept up to date with progress at a level they could be picked up by anyone in the team
● Record opportunities to prevent repeat incidents
● Provide support to the production team in configuring new and existing sites.
● Training and support of new team members.
● Knowledge of each of the key journeys and components.
● Testing as part of fault diagnosis

Education, skills, experience:
● Driven to succeed
● Passionate
● Excellent verbal and personal communication skills
● Fast learner
● Comfortable explaining complex concepts
● Ability to build strong working relationships
● Experience in a role that brings you into contact with clients
● Self-starter
● Resourceful and confident
● Experience in a technical support role ideally in a service desk environment

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