Application Support Engineer (Level 2)

at  Unily

ABOUT UNILY

Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.
We have recently been positioned as a market leader across the 2023 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. The only company in the industry with this standing. With these accolades we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

REQUIREMENTS

• Deep understanding of troubleshooting web-based business applications hosted on the Microsoft stack.
• Experienced in administrating and working with SharePoint Online or other Office 365 services.
• Experienced in working with SQL and Azure or similar cloud-based technologies.
• Experienced communicator, both oral and written.
• Experienced in providing support for business-critical enterprise technologies.
• Scripting experience, including PowerShell and Microsoft SQL.
• Experience of deployment/release technologies such as Octopus Deploy.
• Experience of following and optimising formal processes, such as escalations and change control.
• Experienced in documentation, such as ensuring complete and accurate ticket records, handovers, bug reports and knowledge base articles.
• Experience of handling high volumes with competing priorities and SLAs.
• Previous experience to the Microsoft coding stack is advantageous.
• Excellent communicator, confident, clear and able to concisely deliver written and verbal messages even when they are difficult.
• Calm and able to work through high stress situations in a logical and sympathetic manner.
• Organised, able to manage competing priorities, enjoys planning, process and documentation.
• Desire to take responsibility for situation resolution, driving it to a swift and satisfactory conclusion.
• Able to inspire the team around you and exude confidence to your clients so they know they are in safe hands.
• Ambitious high achiever, striving to achieve the highest personal and professional goals.
• Strong team worker that collaborates consistently well within and across different business units.
• Relishes making a positive difference to challenging situations for the benefit of clients and the business alike.
  We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.

JOB PURPOSE

As we continue to expand our market share in the rapidly emerging Employee Experience platform category, we are looking for an Application Support Engineer (L2).
Day to day tasks will include resolving demanding technical issues for an enterprise-level cloud application quickly and professionally. To succeed you will be comfortable working alone, with peers or across the business as required to get the job done quickly and effectively.
The work typically involves supporting clients’ technical aspects of their Unily platform.
We are looking to fill the Application Support Engineer role (Level 2) within the following time: 08:00 – 18:00 UK time (Shift to be confirmed)

MAIN RESPONSIBILITIES

• Raising of Product bugs where needed without any supervision.
• Technical mentoring of Service Desk engineers.
• Writing technical KBs to ensure appropriate guidance is available for the wider support teams.
• Working closely with engineering teams to triage and better understand product features.
• Ensuring an exemplary level of customer service is provided to all customers at all levels.
• Answering queries and troubleshooting technical issues relating to our award-winning SaaS-based product, Unily. This is a .NET based application that tightly integrates with Office 365 and is built upon Azure cloud infrastructure.
• Ownership and accountability on all support tickets, acting in the clients’ best interests and working according to SLAs.
• Liaising with clients and internal teams on all aspects of work, which will require clear, concise and professional communications at all times.
• Sharing knowledge with clients and peers alike.
• Identifying opportunities for increasing client satisfaction as well as continual improvement in the way we work.