Application Support Engineer – 1st line

at  Unicard

REQUIRED PROFESSIONAL SKILLS/EXPERIENCE

Service-desk experience
Technical & Application support experience
Experience working in an ITIL-based team
Experience working within strict customer SLAs
High competency in MS Office applications; Word, Excel, Outlook etc.
Holds valid drivers licence and has access to vehicle

DESIRABLE PROFESSIONAL SKILLS/EXPERIENCE

Knowledge of Unicards core products and services
Experience working within software development environments
Understanding/experience of technical language XML/CSV/JSON/SQL
Experience with BI tools
Experience with Jira/Zendesk
Supplier management
Business to Business customer service experience.

PERSONAL SKILLS

• Great communicator at all levels, both written and verbal
• Approachable and able to work collaboratively within the team and with other areas of the Business
• Energetic and self-motivated eager to learn and progress
• Pro-active and focused to work efficiently and effectively
• Highly adaptable within a fast-paced changing environment
• Analytically and technically minded with a high degree of accuracy
• Able to work optimally in a challenging environment, with a high degree of self-discipline
• Punctual, dependable and reliable ability to manage your own time and resources
• Able to listen and understand customers issues
• Able to identify and manage risk
• Managing a wide variety of tasks or responsibilities. Balancing long-term and short-term projects. Completing multiple things at once. Handling a high-volume workload.

ROLE PURPOSE

The support engineer is required to work within the support team to investigate, resolve where possible and triage issues, ensuring tickets are processed and resolved adhering to customer SLAs and high service quality.

In addition to support, the role covers other tasks such as:

• Unicard application system management: ISAM and AMS management - the core of the ITSO specification, AMS and ISAM management will require a technical understanding, attention to detail and the ability to pick up and complete complex tasks, ongoing configuration and monitoring to ensure the application provides the services required by our customers (full training will be given).
• Printer/Terminal Support Unicard provide both hand-held smartcard readers and smartcard printers to various customers. The support engineer will be responsible for troubleshooting, returns, shipping and orders of new equipment/consumables.

ESSENCE OF ROLE - KEY ACCOUNTABILITIES

• Ownership and management of tickets, in accordance with SLAs and priorities and in line with ITIL-based incident and problem management processes
• Software application and hardware managed services
• Resolving issues, updating customers, closing tickets and documenting if required
• Handling inbound telephone calls
• Processing emails inbound to the Support team shared mailbox
• Creating/updating various support documentation/knowledge articles
• Investigating and troubleshooting reported issues with the team
• Escalation of issues and risks to Level 2 and Support Manager
• Printer/terminal support
• Creating and updating reports and dashboards within Zendesk
• Provide out of hours on-call support (overnight and weekends) to VIP customers (rota based)
• On-site support (when required)
• Embracing and promoting Unicard values