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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £18000 - £20000
Sector: IT Support  
Type: Permanent
Posted: 10/10/2019
Application Support Engineer Ronald James Group 2019-06-05

Our client is a leading supplier of software to the online gambling and social gaming industries. They power some of the biggest brands globally, working in regulated markets and processing tens of millions of transactions per month.

Their headquarters are in Newcastle upon Tyne, in the heart of the North-East of England. They also have offices in London and Sofia, Bulgaria.


They are looking for a passionate and enthusiastic Application Support Engineer to join their Service Delivery team. This successful candidate will be delivering a world class service to major clients, supporting applications and platform.

This is a great opportunity to work with experienced professionals and grow your capabilities and skill set in a fast moving and dynamic environment. This is a complex and varied role in a rapidly growing team that would suit an individual wanting to develop and challenge themselves, and wants the opportunity to influence change and development.

What Will You Be Doing?

  • Provide Tier 2 issue triage

  • Progression and Resolution of incidents within SLA

  • Liasing with other teams 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 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

Skills Required:

  • 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 which brings you into contact with clients

  • Self-starter

  • Resourceful and confident

  • Experience in a technical support role (ideally in a service desk environment)


  • Encourage Success
  • Keep you happy and healthy
  • Go way beyond the workplace
  • Free food and drink
  • Complimentary Technology
  • Show off your skills

Could this be the role for you?

If you’d like to have an informal chat about your potential in this role, book in a call with one of our friendly talent advocates on 0191 620 0123 who can provide details, advise and guide you with your job search.

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