Application Support Engineer Liverpool, England
Job description
OneFile, a Harris Computer company, are looking for someone with a methodical approach to problem solving to join our team as an Application Support Engineer.
This is a new role within the business, so it’s an exciting opportunity to champion the escalation and triage processes. The Application Support Engineer will work closely with our customers, our amazing customer support team, and our in-house development squads. They will troubleshoot customer raised problems, maintain communication with our customers throughout and help achieve faster resolution.
This is a great opportunity to learn about OneFile products with plenty of career progression available.
Responsibilities:
· Triage, investigate and troubleshoot customer support issues
· Investigate, analyse and problem solve problems using SQL and other diagnostic tools and methodologies
· Liaise with development squads to solve problems and find short and long term solutions
· Maintain communication with customers regarding escalated issues
· Manage customer expectations around escalated issues and work with the Technology team to resolve them
Knowledge, Skills & Behaviours:
· Strong analytical, troubleshooting, and diagnostic skills
· Advanced T-SQL skills and experience to support debugging and data fixes
· Ability to read and debug .NET development languages (VB.net, C#) and desire to expand knowledge and skills
· Knowledge of API’s and how to interact with them (postman)
· Strong customer service ethos
· Application support experience
· Ability to work well as an individual and as part of a team
· Excellent written and verbal communication skills
· Existing knowledge of OneFile products (desired, but optional)
Success Measures:
· Escalation deflection
· First contact resolution
· Average resolution times
· Internal quality ratings
· Customer satisfaction
· Customer feedback
About OneFile:
OneFile’s story started in 2002, when husband and wife duo Chris and Susanna started a business from their Manchester home. Between them they identified huge inefficiencies in the vocational training sector and decided to work together to build a solution. 15 years later, we're now OneFile – the leader in the educational software sector with over 1.2 million users across the globe. OneFile is an award-winning training eportfolio, assessment software, CPD tracker, reporting suite and virtual learning environment. We are 2 times Queen’s Award Winners for Enterprise:Innovation, most recently in 2022!
We pride ourselves on our ethical approach and passion for the learner and education. Employee recognition is big for us as is collaborative working.
Job Types: Full-time, Permanent
Salary: £32,000.00-£35,000.00 per year
Benefits:
- Referral programme
Schedule:
- Monday to Friday
