Application Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as the primary contact for support inquiries through phone, email, and ITSM tools.

• When necessary, escalate specialized or particularly complex cases.

• Record, categorize, and prioritize tickets in accordance with SLAs.

• Diagnose and resolve both common and complex escalated issues.

• Replicate issues internally and communicate with developers about software defects.

• Assist with upgrades, patches, and configuration modifications.

• Query databases, analyze error logs, and troubleshoot issues related to .NET applications.

• Contribute to the creation of knowledge base articles, support documentation, and root cause analyses.

• Provide outstanding customer service through clear and professional communication.

• Mentor team members by sharing technical expertise.

• Assist developers and technical client resources with further investigations.

• Collaborate closely with 2nd/3rd line support and engineering teams.

⛳️ Requirements

• A degree in IT/science or an equivalent professional certification is preferred; relevant experience will also be considered.

• Must be eligible to work in the UK at the time of application.

• Willingness and ability to occasionally visit customer locations.

• Strong problem-solving, analytical, and diagnostic skills with an eye for detail.

• Excellent written and verbal communication abilities.

• A customer-oriented mindset that embodies empathy, professionalism, and a strong commitment to service.

• Comfortable working both independently and collaboratively within a team.

• Familiarity with SQL (Oracle, SQL Server, PostgreSQL) is beneficial, or the willingness to learn.

• Proficient in MS Office applications, including Outlook, Word, and Excel.

• Experience in IT support/helpdesk settings is advantageous.

• Knowledge or experience with cloud service environments such as Microsoft Azure is a plus.

• Familiarity with healthcare IT systems, NHS systems, or other regulated environments is preferred.

• Experience with Windows Server (2012 onwards), Kubernetes, and some Linux is desirable.

• Existing knowledge of networking and web server troubleshooting is a plus.

• Experience in working within a Quality System is a benefit.

🏝️ Benefits

• Permanent, full-time position.

• Opportunity for remote work.

• 25 days of annual leave plus bank holidays.

• Additional 5 Personal Days leave entitlement on top of standard holiday and bank holidays.

• Annual Lifestyle Reward of £325 per annum/pro rata.

• Opportunities for growth and support from technical experts.

• An inclusive team atmosphere.

• Commitment to equal opportunities and adjustments for applications or additional support.