Application Support Engineer

at  Hotel Chocolat

CLOSING DATE

19/04/2024
As we continue our mission to make people happy through chocolate, we’re looking for a Application Support Engineer to join our IT team on a Permanent basis.
Joining an established team, the role of Support Engineer focuses on providing support for all Hotel Chocolat business systems and technologies.
Are you passionate about technology and solving complex problems? Do you thrive in dynamic environments where every day presents a new challenge? If so, we have the perfect opportunity for you to unleash your talents as an Application Support Engineer!
Thinking outside of the box to provide 3rd line support to the Service Desk and end users across all areas of Hotel Chocolat, troubleshooting IT problems onsite or remotely, with a focus on key business systems.
Along with the Senior Application Support Engineer, you will liaise with key software vendors to log and update all support related matters from initial investigation through to resolution.
As well as a competitive salary and a range of company benefits, you’ll receive 50% discount on all products, and a 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.
The onsite location for this role can be flexible and open for discussion as part of the interview process. Our main sites are our Head Office in Royston, Factory in Huntingdon, and Distribution Centre in St Neots.

ADVANCED KNOWLEDGE OF:

• Desktop operating systems (Windows, MacOS)
• Office 365 (Outlook, Teams, OneDrive, SharePoint)
• PC, Mac & Epos hardware & peripherals
• Mobile devices (iPhone, Android) & MDM

• Provide 3rd line support for Hotel Chocolat’ s hardware, core software, and business systems
• Triage SQL job failures/errors, resolving or assigning either to internal Development/Data team or to the relevant 3rd party
• Troubleshoot issues through to resolution, working in partnership with 3rd parties or internal teams
• Ensure that progress on tickets is communicated effectively using service desk tools, phone or face-to-face as appropriate
• Be part of the go-live and change control process for systems and technology to enable successful 3rd line support
• Continuously improve knowledge and understanding across the Hotel Chocolat software and hardware environment to support ability to efficiently triage 3rd line activity
• Maintain technical documentation and guides to support the 3rd line function
• Where appropriate, provide knowledgebase documentation for the 1st /2nd line Team members to enable resolution to avoid the need to escalate to 3rd line
• Provide 1st and 2nd line support to assist the Service Desk Engineers if required.