Application Support Engineer

To provide support across the Client's technical products and services to their internal users, existing partners, and new opportunities.

• Respond to App Support tickets and requests from end users in a timely and professional manner.
• Provide first line assistance for all App Support incident and requests.
• Troubleshoot to identify, diagnose and/or escalate incidents where required.
• Effectively communicate information both internally and to non-technical end users.
• Maintain and create up to date documentation of support activities, incident resolutions and troubleshooting steps.
• Assisting third party technology partners with the integrations of our APIs and plugin products.
• Monitoring of systems and resources to identify and troubleshoot live incidents.
• Communicate and own external incidents with our 3rd party technology partners.
• Collaborate with 2nd line and 3rd line support colleagues to escalate and resolve complex issues.
• Participate in team meetings and contribute to a positive and collaborative working environment.
• Supporting during UK Hrs. 1:30PM IST to 9:30PM IST

Preferred candidate profile

• Experience of using an ITSM tool (or similar ticketing system).
• Working Experience of Handling UK/US Clients is MST
• Ready to work in UK Core Hrs 1:30PM IST to 9:30PM IST
• Knowledge of web technologies and APIs.
• Strong technical skills.
• Good communicator.
• Highly analytical with excelled organisational and problem-solving skills.
• Willingness to take ownership of incidents and work independently where required.
• Attention to detail.
• Proactive - adapt to change and suggest improvements.

• ITIL Foundation Certification (v3 or later).
• SQL understanding.
• An understanding of Azure hosting.
• Motor Finance experience.
• Experience of Jira or similar tools.
• Knowledge of Agile scrum and relevant ceremonies.