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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application Support Engineer - **Company:** Unicard - **Location:** Glasgow, UK - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Software Applications, JIRA, Microsoft Outlook, Integrated Development Environments, Indexed Sequential Access Method (ISAM), JSON, Microsoft Office, Standard Sql, Strategies of Testing, Extensible Markup Language (XML), Data Logging, Zendesk - **Published:** May 17, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=8c8f76a44208bfb8 ## About the Role Do you have a valid Driving License license?, Do you have experience in Zendesk?, * Service-desk experience * Technical & Application support experience * Experience working in an ITIL-based team * Experience working within strict customer SLAs * High competency in MS Office applications; Word, Excel, Outlook etc. * Holds valid drivers licence and has access to vehicle Desirable: * Knowledge of Unicards core products and services * Experience working within software development environments * Understanding/experience of technical language XML/CSV/JSON/SQL * Experience with BI tools * Experience with Jira/Zendesk * Supplier management * Business to Business customer service experience. Personal Skills * Great communicator at all levels, both written and verbal * Approachable and able to work collaboratively within the team and with other areas of the Business * Energetic and self-motivated eager to learn and progress * Pro-active and focused to work efficiently and effectively * Highly adaptable within a fast-paced changing environment * Analytically and technically minded with a high degree of accuracy * Able to work optimally in a challenging environment, with a high degree of self-discipline * Punctual, dependable and reliable ability to manage your own time and resources * Able to listen and understand customers issues * Able to identify and manage risk * Managing a wide variety of tasks or responsibilities. Balancing long-term and short-term projects. Completing multiple things at once. Handling a high-volume workload. ## Description The support engineer is required to work within the support team to investigate, resolve where possible and triage issues, ensuring tickets are processed and resolved adhering to customer SLAs and high service quality. In addition to support, the role covers other tasks such as: * Unicard application system management: ISAM and AMS management - the core of the ITSO specification, AMS and ISAM management will require a technical understanding, attention to detail and the ability to pick up and complete complex tasks, ongoing configuration and monitoring to ensure the application provides the services required by our customers (full training will be given). * Printer/Terminal Support Unicard provide both hand-held smartcard readers and smartcard printers to various customers. The support engineer will be responsible for troubleshooting, returns, shipping and orders of new equipment/consumables. The role will be based in East KIlbride/Glasgow, however will be required to travel to all Unicard office locations as and when required. Why Unicard Unicard presents a unique opportunity to work for a financially strong company that is beginning to move into a much larger market. There is an enormous opportunity for growth as we build new products in new markets, and a lot of enthusiasm from the Chairman and CEO to adopt new tools and development practices. This is a varied and fast paced role which includes many different technologies and testing strategies and a chance to increase your knowledge both on the job and through training which will be provided as needed. Responsibilities The role will be responsible and accountable for: * Ownership and management of tickets, in accordance with SLAs and priorities and in line with ITIL-based incident and problem management processes * Software application and hardware managed services * Resolving issues, updating customers, closing tickets and documenting if required * Handling inbound telephone calls * Processing emails inbound to the Support team shared mailbox * Creating/updating various support documentation/knowledge articles * Investigating and troubleshooting reported issues with the team * Escalation of issues and risks to Level 2 and Support Manager * Interfacing with ITSO for AMS requests, logging & troubleshooting issues * Printer/terminal support * Creating and updating reports and dashboards within Zendesk & Jira * Provide out of hours on-call support (overnight and weekends) to VIP customers (rota based) * On-site support (when required) * Embracing and promoting Unicard values * Inventory Management of related tools and stock ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Agile work at CARIAD – Creating a customer web application for controlling the vehicle ](https://www.wearedevelopers.com/videos/200-agile-work-at-cariad-creating-a-customer-web-application-for-controlling-the-vehicle) - [Introducing JSON Structure](https://www.wearedevelopers.com/videos/100219-introducing-json-structure) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [How to Write a CV and Interview if You Don't Fully Qualify For The Job](https://www.wearedevelopers.com/magazine/183-how-to-write-a-cv-and-interview-if-you-don-t-fully-qualify-for-the-job) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)