Today, we have over 2,800 staff in 26 offices serving clients across the UK and Europe, the Americas, Asia Pacific and the Middle East.Our people apply intelligence to protect and enhance national and organisational assets so that they can grow and prosper – from improving the health and efficiency of leading corporations to protecting critical infrastructures, safeguarding vulnerable people and catching criminals.
New opportunities and risks are emerging and converging... every day. Come and be part of our team and make a real difference…
In order to support plans for significant growth in its core markets across EMEA, North America and Asia Pacific, the business is investing in building regional delivery centres at strategic locations across the world. The first of these centres is located in Poznan.
Customer Support operates as a global virtual team via a follow-the-sun process. Working as part of Global Customer Support team, the Application Support Engineer will be responsible for the provision of a quality production support service to clients.
The Application Support Engineer is responsible for resolving incoming production support tickets. The Application Support Engineer ensures that a high quality service is delivered to customers and adheres to strict SLAs in an operational support environment. The Application Support Engineer will need to be flexible in regards to start and finish times as the role may include shift work.
The key responsibilities in this role are as follows:
- Responsible for the provision of technical support to customers around the globe
- Provision of support to our customers for their production environments
- Investigation and diagnosis of problems with our core applications and delivered solutions
- Take ownership for customer support issues and manage challenges in a calm manner
- Liaise with customers to inform of progress, request information, manage expectations and close out issues
- Log, track and update tickets in our issue tracking system
- Ensure that procedures are followed so that customer implementations are handed over to Customer Support from Professional Services in a timely manner
- Be a significant contributor to our knowledge base/FAQ
- Maintain and manage customer test environments for problem replication
- Provide technical support to our customers
- Investigate, reproduce, and resolve various technical problems related to application (Java), database, application servers, middleware, and operating systems
- Prepare test cases, release notes, and test releases
- Work on global incidents when required
- Log track and update incidents
- Contribute to the knowledge base
- Provide feedback on the product and suggestions for improvement
- Act as a primary point of contact for customers
- Experience working in a customer support environment or equivalent
- Experience working with customers in the financial services industry
- Relational database experience and performance tuning
- Strong knowledge of application servers e.g. IBM Websphere or Weblogic
- Experience with Linux"Unix
- Ability to juggle conflicting priorities and demands on time.
- Strong analytical skills and experience in resolving challenging technical support issues
- Fluent written and verbal communication skills in English
- Independent and responsible position
- Working on global incidents
- Multicultural environment
- Shift work
- Professional training & development
- Attractive compensation package