Business Application Support Engineer

at  DOCOsoft

The Support team are critical to the successful long-term relationship between DOCOsoft and our clients and are key members of the wider DOCOsoft team. Our Business Application Support Engineers will be responsible for troubleshooting and resolving complex issues, and monitoring and measuring the success of the incident management process, all the while working with the team to deliver outstanding service to our customers.

KEY SKILLS/ QUALIFICATIONS:

• University degree plus at least 4 years of relevant work experience.
• Experience working in a technical support role.
• A logical and systematic approach to problem resolution across a broad spectrum of technologies.
• Experience with MS SQL Server in a production environment, including sound knowledge of constructing SQL queries including competency with Microsoft SQL Management Studio.
• Practical knowledge of the Windows desktop/server environments.
• Knowledge of IIS and Windows Scheduled tasks
• Comfortable using Remote Access Software e.g. RDP, Citrix
• Comfortable using PAM solutions e.g. CyberArk,
• Well-developed analytical skills, quantitative, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work well within a team, to develop both personal and team skill sets.
• The ability to communicate technical information in a non-technical language to users. Be able to pick up and interpret technical information quickly.
• High-performance mindset, with the ability to work in a team-oriented environment with multiple competing priorities.
• Insurance services experience considered an asset.
• London Insurance Market Experience beneficial
• Comfortable in a Client Facing Role as role, with the ability to ioin regular Service Desk Review meeting with Clients.
• ITIL Experience a bonus.
• Knowledge of .Net Coding an advantage.
• Azure experience welcome.
• The flexibility that is always required when working with a growing organisation.

• Drive continuous service improvement to work towards achieving operational excellence. Continue to develop robust Incident management processes that will enable effective management of our customers from an Incident & Problem perspective.
• Take the lead in incident resolution to ensure a responsive service.
• Ensure support issues are resolved within the contractual SLA’s.
• Resolution of system messaging issues.
• Perform post-incident reviews.
• Maintain a set of metrics and reporting to demonstrate the operational performance of the Incident & Problem Management processes.
• Educate the teams on best practice for Incident & Problem Management.
• Drive innovation and quality to improve overall operational efficiency.
• Effective communications and stakeholder management to drive overall operational excellence.
• Perform various administrative tasks and other related duties as assigned.
• Engaging with Development and Quality Assurance Teams on Support issues.
• Providing support to account management teams.