Application Support Engineer

This is not end-user IT Support. If your background is mainly O365, desktops, device builds, printers, password resets or general office IT this will not be the right fit for you.

The Application Support Engineer provides technical support and day-to-day operational oversight for Symology's cloud-hosted platform. The role focuses on monitoring, troubleshooting and maintaining stable customer environments, as well as supporting incidents, change activity and scheduled operational work.

The position works closely with our internal Development, Infrastructure and Professional Services Teams alongside our Customers to ensure service continuity and a high standard of technical support., Incident & Service Support

• Diagnose and resolve application, configuration, data and integration issues.
• Prioritise incidents in line with SLAs and provide clear updates throughout.
• Support live production environments, including root cause analysis and service recovery.
• Record all activity accurately within the service management system.

Operational Tasks

• Carry out scheduled managed service activities such as system checks, updates and routine maintenance.
• Support patching, deployments and configuration changes across environments.
• Perform up to 10 hours per month during evening and weekends, as and when required to maintain service availability.
• Assist with health monitoring, capacity checks and general environment upkeep.

Technical Work

• Investigate issues across the application stack (services, APIs, scheduled tasks, integrations and data).
• Analyse service logs, SQL behaviour and system performance.
• Support data feeds and third-party integrations.
• Provide operational support for GIS/ESRI components where applicable.

Do you have experience in Root cause analysis?, Required

• Hands-on Azure administration experience across core platform services.
• Experience supporting enterprise applications (not desktop support).
• Strong troubleshooting ability across services, integrations, APIs and data layers.
• Comfortable working with SQL for diagnostics and data validation.
• Clear communication skills when working with technical and non-technical teams.

Desirable

• Experience with ESRI/GIS support.
• Familiarity with working to SLAs in a managed service or production environment.
• Understanding of agile delivery processes.

Job Types: Full-time, Permanent

Pay: £37,000.00-£43,000.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee stock ownership plan
• Enhanced paternity leave
• Flexitime
• Free parking
• Health & wellbeing programme
• On-site parking
• Profit sharing
• Sick pay
• Work from home

Symology is a well-established computer software and services company, specialising in the development and supply of Street Works and Highways Asset Management systems to local government and utility services sectors. The Company has an unrivalled reputation for delivery of quality products and services, and a history of approaching forty years of ethical business practices and consistent profitability. In 2014 the company became employee owned. The controlling majority shareholder of Symology is a trust in which all employees have an equal share. This means that every employee of the company becomes a co-owner of the company with certain ownership benefits and responsibilities. The future offers very exciting opportunities, with an ever-changing national environment creating new demands for the software and services. The Company has recently launched a brand-new web-based product that has been developed over recent years and will provide unrivalled facilities in the marketplace. We can offer a diverse and interesting role interacting with all departments within the company. The successful candidate will be in constant demand so must be able handle multiple work streams and communicate effectively with staff of all experience levels. The role will develop over time, with additional responsibilities added to meet the demands of the customer base.