Application Support Engineer​/Helpdesk

Application Support Engineer

Full-time, Permanent

Aberdeen, with Hybrid Working

The Application Support Engineer shall be responsible for assisting in the successful implementation and support of AIS digital twin applications with energy clients globally, as well as supporting our internal team across The Americas, Europe, Middle East, Africa and Asia Pacific.

You will be part of the Product Team working alongside our Product Managers, Data Scientists, Support Engineers, Client Success Executives, Data Specialists and Software Developers, focusing on ensuring our users can make best use of our applications.

Your typical day will include working as 1st line support for any user (internal or external) issues, including asking the right questions, undertaking troubleshooting, and escalating as required. You will work closely with our Senior Support Engineer, and the wider Product Team, to ensure and issues are resolved quickly and effectively.

In addition, you will be involved in client server upgrades, migrations, and deployment of new software versions as well as hardware support of our internal infrastructure.

James Fisher Asset Information Services (AIS) are a small, highly effective, and committed team of software professionals.

With proven leading-edge technology, we help clients achieve their ‘digital twin’ ambitions – that is digitising their complex industrial assets to allow them to be better managed, with software tools allowing for improved remote operations. But we don’t approach client problems with a piece of software. Instead, most of our time is invested listening to our clients’ challenges, understanding what pressures they face, what dreams they have, and then working diligently to make sure our approach will help them achieve their objectives – not ours.

Our core software, R2S brings powerful digital twin capability to teams tasked with managing assets and project life cycles; presenting any site data in real‑world context to plan better and make decisions faster - saving money, saving time, improving safety, and enhancing collaboration. We’re helping asset owners overcome challenges where technical complexity, remoteness, dispersed teams, high risk, and critical infrastructure feature.

The work we do isn’t easy. In fact, it’s very challenging. We have a fast‑moving technology landscape, a set of clients transitioning from delivering traditional energy products to renewable ones, and of course the general theme of digital disruption in nearly every industry. It is a fun market to work in – if you like change and serious, real‑world digital challenges.

• Responding to support requests and incidents reported by users and working to resolve requests for support in accordance with agreed service levels.
• Responding efficiently to all support queries via email, telephone and video conferencing.
• Working with an established team in a dynamic, hybrid working environment.
• Supporting our SaaS applications, at both the front end and back end.
• Working with Azure, SQL, IIS, Veeam, VMWare, Windows and M365, GPU hardware and iOS devices.
• Working closely with end users and the development team to replicate and resolve issues and bugs.

• Excellent communication and interpersonal skills - able to converse with personnel from multiple skill areas, cultures and functions, both internally and externally.
• Excellent attention to detail and organisational skills, recording and managing all requests and incidents in accordance with the support team processes.
• An ability to work with colleagues across all teams, building good working relationships and delivering excellent service.
• Strong interpretative skills to understand user requirements.
• An independent worker who can deliver on their own initiative and manage their time and priorities.

• Previous experience supporting software applications in a business environment.
• Experience with Azure cloud management.
• Experience supporting Microsoft Windows hardware and M365 / O365 environments.
• Experience supporting and configuring AAD SSO / m365 / intune / wsus