Application Support
Solihull (near Birmingham Airport)
Up to £33,500
Experis IT are currently recruiting for an Application Support Analyst to join one of our key Multinational Construction & Support Services based in Solihull.
Responsible for working within the Incident, Problem and Change Management Processes. They will own the responsibility for application products within Level 2/3 support, working with Level 1 service desk teams to ensure First Call Fix is at the highest level possible for their products.
Responsibilities
- Service Requests, Incident and Problem Management - managing resolution of technical issues found in internal or external systems.
- Prioritising numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels.
- Supporting Change Management - proactive management and implementation of changes
- Diagnosis of issues and identification of root causes.
- Provide excellent client communication.
- Maintaining configuration documentation for support and functional processes in Level 2/3 knowledge repository up to date and accurate.
- Providing knowledge transfer to Level 1 support functions or other Key Business Users.
- Capturing Business Requirements (High-Level) and detailing incidents to support the Application Management function to support delivery.
- Supporting Project Managers, Business Change, Business Architecture and Centres of Excellence to deliver the support requirement to agreed SLA's and Project Milestones.
- Providing support to the Functions when required.
- Providing support for environment/infrastructure changes for applications supported.
What we are looking for
- Broad range of troubleshooting skills in software functionality, application server set up, database management, data analysis, reporting, operating system configuration, etc.
- Experience in maintaining, supporting, configuring and monitoring applications.
- All round understanding of the applications, their functions and options required to support them and any interfaces they use.
- Experience with Application Monitoring (Log files).
- Knowledge/experience of IIS, SQL and Microsoft applications.
- Knowledge/experience with application integrations and middleware, e.g. SFTP, XML, BizTalk, Eden
- Excellent customer service experience in a similar role.
- Understanding basic principles of networking, storage, firewalls, servers, and hosts - virtual and on premises.
