Application Support Engineer

at  Bede Gaming

THE SUCCESSFUL CANDIDATE WILL BE DELIVERING A STAND-OUT SERVICE TO MAJOR CLIENTS, SUPPORTING BEDE’S APPLICATIONS AND PLATFORM. THIS IS A GREAT OPPORTUNITY TO WORK WITH EXPERIENCED PROFESSIONALS AND GROW YOUR CAPABILITIES AND SKILL SETS IN A FAST-MOVING AND DYNAMIC ENVIRONMENT. THIS IS A COMPLEX AND VARIED ROLE IN A RAPIDLY GROWING TEAM THAT WOULD SUIT AN INDIVIDUAL WANTING TO DEVELOP AND CHALLENGE THEMSELVES.

During your onboarding you will be required to work the following pattern:
Initial onboarding / probation – Monday – Friday, 9am – 5.30pm.
After your initial onboarding and following a successful probationary period, you will be expected to progress on to one of the following shift patterns. This is at the discretion of the business and where roles become available within the shift teams. Please note there is no set timescale for this.
Post onboarding / progression in the role:

WHAT YOU’LL BE DOING

• Provide effective Tier 2 triage for issues, ensuring they are assessed and prioritised accurately.
• Progress and resolve incidents within the agreed Service Level Agreements (SLA), maintaining high standards of efficiency and quality.
• Work closely with other departments to resolve complex issues, fostering collaboration and communication across teams.
• Escalate incidents promptly when necessary to ensure timely resolution and adherence to SLA.
• Identify and document missing processes, procedures, and knowledge base articles to improve operational efficiency and knowledge sharing.
• Take ownership of issues escalated from customer services, ensuring they are addressed and resolved satisfactorily.
• Maintain a high level of customer service at all times, ensuring customer satisfaction and positive experiences.
• Ensure tickets are updated with detailed progress information, making it easy for any team member to take over if needed.
• Record opportunities to prevent repeat incidents, contributing to continuous improvement and incident prevention strategies.
• Assist the production team in configuring new and existing sites, providing technical support and ensuring smooth operations.
• Train and support new team members, helping them integrate into the team and develop their skills.
• Maintain comprehensive knowledge of key journeys and components, ensuring expertise in all relevant areas.
• Perform thorough testing as part of fault diagnosis, ensuring accurate identification and resolution of issues.
• Any other required duties that are deemed reasonable to the role.