Application Support Engineer (Nights – Remote)

We are currently seeking an Application Support Engineer to join our team supporting local authorities in utilizing Liquidlogic’s market leading Education and Social Services and Case Management software.

This is a remote based role, however the option to work out of our Leeds offices is available. For the first few weeks in role for training purposes, this will be a day shift role onsite in our Leeds offices 3-4 time per week before moving to night shifts with the option of remote working.

Main Responsibilities:

Responsible for 2nd and 3rd line support functions as part of the Application Support team.

Investigate, analyse and problem-solve Incidents raised via our Incident Management System, Jira

Use application log files, SQL and other diagnostic tools and methodologies to resolve issues, including data issues, coding issues and reviewing application and Windows/SQL logs to identify the cause.

Liaise with Problem Management, Development and Product teams as well as Third Party subcontractors when required.

Replicating persistent issues in the applications, using local test systems to identify potential bugs to be logged with Development for fix.

Communicate with customers regularly over issues and problems that they encounter.

Take ownership of allocated customers and be their named dedicated engineer ensuring that Incidents are managed and resolved within agreed Service Level Agreements.

Support customers on our own hosted servers as well as on-premises servers.

Requirements

This is a customer facing role which requires good interpersonal skills, technical understanding, and the ability to work as part of a team but also demonstrates initiative when working alone. This is together with the skills outlined below:

Essential:

Strong analytical and diagnostic skills.

Knowledge and experience of working with SQL Server and writing SQL / T-SQL queries for fixing data issues is ideal.

Great to have some 2nd line software / application support experience.

Ability to prioritise and execute tasks.

Excellent time management

Strong written and verbal communication skills both internally and externally and ability to communicate with other members of the team.

Desirable:

Data Warehouse/Business Objections experience.

Experience of Microsoft Windows Server and applications.

Knowledge/experience of 3rd line software support.

Jira/Confluence knowledge.

Supporting external customers using remote software.

Experience of monitoring software/server administration.

Knowledge of Social Care/Education software support/processes.

Benefits

As an employee of System C Healthcare Ltd – you can expect the following benefits:

pension scheme with employer contributions of up to 8%

private medical cover

full training and development programme

discretionary bonus scheme

25 days annual leave increasing over length of service

birthday leave, 1 days’ leave to take during your birthday month each year.

life assurance cover, up to four times your salary

cycle to work scheme

payment of professional subscriptions

additional benefits including gym membership discounts and a range of insurances available at a discounted cost

Optional Overtime & On call work

In addition, we also have company events which provide the opportunity for employees across all of the offices to get to know colleagues better in an enjoyable, informal and relaxed environment.

System C