Application Support Engineer

The Application Support Engineer (L2) provides second-line technical support for business applications, platforms, hardware, software, and network services. The role is responsible for resolving escalated incidents and service requests, ensuring service levels are achieved, and delivering a high-quality customer experience.

Working closely with colleagues, users, and third-party suppliers, the role supports the stability, availability, and continuous improvement of business-critical systems and IT services. The Application Support Engineer will also contribute to knowledge sharing, service improvement initiatives, and IT projects that support business objectives., * Planning Ahead - Identifying how to approach work; prioritising and planning work in an organised manner, with awareness of cost and quality issues; monitoring and measuring work progress.

• Teamwork / Leadership - Participating fully as a team member/leader, demonstrating commitment and motivation to achieve team objectives and performance targets.
• Customer First - Identifying and addressing internal and external customer needs and demonstrating a commitment to a world-class level of service in line with agreed standards and measurements.
• Continuous Improvement - Taking positive action to continuously improve business performance and respond to or plan and manage change.
• Continuous Development - Demonstrating an ability and interest in continually learning new things, developing own skills and acting on constructive feedback. Developing others to raise the capability of individuals and teams, identifying appropriate opportunities for the achievement and enhancement of potential.
• Personal Influence - Using communication and influencing skills to sell ideas or concepts to others both internally and externally.
• Achieving Results - Understanding the business goals and how individual contributions contribute to these.

• Experience providing second-line support within an IT Service Desk or technical support environment.
• Strong troubleshooting and problem-solving skills across business applications and IT systems.
• Experience working with service desk and incident management tools.
• Experience supporting business applications and platforms in a customer-focused environment.
• Excellent customer service, communication, and stakeholder management skills.
• Ability to prioritise workloads and manage multiple tasks effectively.
• Strong organisational skills and attention to detail.
• Ability to work independently and collaboratively within a team environment
• Experience creating and maintaining technical documentation and knowledge base articles.