Support Engineer

About The Role

The fundamental purpose of this position is to provide a professional, effective and responsive technical support service to our clients. Our clients usually have their own in-house teams to address 1st line support issues, but sometimes we blend 1st line activities into our support offering. We mainly support Ascent applications and business solutions but occasionally work with those inherited from other software providers.

As our solutions become increasingly intrinsic to the operation of our client’s businesses, we ensure the integrity, availability, performance, and general running of the Ascent solutions. And all this is delivered in accordance with agreed service levels.

• Addressing both Incidents & Service Requests according to established IT Service Management (ITSM) processes and procedures, incorporating ITIL best practices.
• Responsible for Incident/Problem Management and issue escalation, liaising with in-house and client teams to drive issue resolution.
• Responsible for providing professional, clear & concise, and timely communication to all appropriate parties throughout the incident lifecycle (as appropriate to issue priority).
• Responsibility for accurately recording actions and investigations, time, and effort.
• Become an Application Champion for an assigned suite of the line of business services. May induct/train new team members into a project, solution, or service as the team grows.
• Maintenance of Knowledge Base, Support systems and associated documentation, documenting workarounds, known errors, and improving procedures.

• Familiarity with SQL (Oracle / Microsoft), especially good working knowledge of not just running, but editing and creating scripts.
• Fundamental knowledge of the ITIL framework or other IT Service Management methodologies is essential.
• Experience in Technical and/or Application Support commercial experience.
• Proficiency in Microsoft Products, as well as SharePoint, Word, Excel, and others.
• Knowledge of Windows and UNIX operating systems and Atlassian products such as JIRA would be considered an asset.
• Ability to work on own initiative and with minimal supervision
• It is good if you demonstrate familiarity with Azure environments and familiarity in deciphering JSON and converting it into HTML. Also, it is a bonus if you have knowledge in Power Shell and basic SharePoint skills.