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Location: London Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £20000 - £25000
Sector: Other  
Type: Permanent
Posted: 06/27/2019
Application Support Engineer Ronald James Group 2019-09-17

This is an exciting opportunity to join a rapidly growing digital business playing a key role in supporting the platform and working with major retailers and enterprise customers. This is a customer-facing role in an operational team and requires a high level technical skill to provide support for retail customers. The successful candidate will have experience working in a customer support team, be comfortable working with core web technologies (e.g. HTML, API's, JavaScript) and have excellent written and communication skills.  


  • Provide 1st level support to customers and internal teams
  • Process Service Requests for customers and internal teams
  • Asses impact of ticket and priorities & categories accordingly 
  • Working to agreed SLAs to ensure resolution is provided to customers within a timely manor
  • Fault diagnosis/resolution skills
  • Ensure customers kept informed of the progress of their issue
  • Escalate tickets to appropriate teams
  • Follow Major Incident Process  

What they are looking for

  • TIL v3 Foundation 
  • 2+ years' experience working in a Service Desk environment
  • Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment is essential
  • Experience writing technical Knowledge Articles
  • Take ownership of customer support issues
  • Ability to priorities work and escalate to managers & internal teams when needed
  • Ability to communicate clearly with customers, internal teams & senior managers
  • Understanding of Major Incident Process 
  • A real desire to support web applications
  • Exposure in front-end web platforms similar to Confluence and Freshservice
  • An understanding and basic technical skills in HTML, JavaScript, CSS and XML
  • Working to agreed SLAs and ensuring daily/weekly targets are met
  • Ability to diagnose, troubleshoot and resolve issues
  • Clear understanding of Incident Management
  • Understanding of different issues between popular web browsers (Chrome, Safari, Firefox and IE)
  • Shift patterns will be between 06.00 – 00.00, Mon-Fri
  • On-call weekly rotation commitment 1 in every 4/5 weeks
  • Participate in weekly team meetings and standups 


  • Experience working with server-side web technology
  • Web support/development experience
  • ITIL Problem & Change Management
  • ISO process understanding
  • Experience using Freshservice


  • Strong customer service skills
  • Strong written and oral communication skills
  • Highly flexible: the ability to adapt to shifting priorities, demands and timelines
  • Reactive: the ability to manage project adjustments and alterations promptly and efficiently
  • Analytical: problem-solving by breaking down complex problems into smaller issues for resolution
  • Organised: ability to effectively prioritise and execute tasks in a high-pressure environment
  • Enthusiastic learning: must be willing to learn, understand and apply new technologies
  • Ability to keep calm in stressful situations
  • Team player


  • Generous holiday allowance
  • Pension scheme
  • Great starting salary
  • Opportunity for progression
  • Flexible Time
  • Home Working

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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