Application Support Engineer

Overview

The Support team are critical to the successful long-term relationship between DOCOsoft and our clients and are key members of the wider DOCOsoft team. Our Business Application Support Engineers will be responsible for troubleshooting and resolving complex issues, monitoring and measuring the success of the incident management process, all the while working with the team to deliver outstanding service to our customers.

The Support team are critical to the successful long-term relationship between DOCOsoft and our clients and are key members of the wider DOCOsoft team. Our Business Application Support Engineers will be responsible for troubleshooting and resolving complex issues, monitoring and measuring the success of the incident management process, all the while working with the team to deliver outstanding service to our customers.

• Drive continuous service improvement to work towards achieving operational excellence. Continue to develop robust Incident management processes that will enable effective management of our customers from an Incident & Problem perspective.
• Take the lead in incident resolution to ensure a responsive service.
• Resolution of system messaging issues.
• Perform post-incident reviews.
• Maintain a set of metrics and reporting to demonstrate the operational performance of the Incident & Problem Management processes.
• Educate the teams on best practice for Incident & Problem Management.
• Drive innovation and qualityto improve overall operational efficiency.
• Effective communications and stakeholder management to drive overall operational excellence.
• Perform various administrative tasks and other related duties as required.

• University degree plus 3+ years of relevant work experience.
• Experience working in a client-facing technical support role.
• A logical and systematic approach to problem resolution across a broad spectrum of technologies.
• Experience with Microsoft SQL Server in a production environment, including sound knowledge of constructing SQL queries and competency with Microsoft SQL Server Management Studio.
• Practical knowledge of the Windows desktop/server environments.
• Knowledge of Internet Information Services (IIS) – application pools, website bindings, server certificates.
• Well-developed analytical skills, quantitative, and problem-solving skills.
• Excellent verbal and written communication skills.
• The ability to communicate technical information in a non-technical language to users. Be able to pick up and interpret technical information quickly.
• Collaborative mindset with a focus on team-working whilst managing multiple competing priorities.
• Insurance services experience considered an asset, particularly Lloyds of London market experience.
• ITIL Experience a bonus.
• Azure experience welcome.
• Emotional intelligence and flexibility are valuable in this role, due to the demanding nature of supporting production systems for high-value clients.

DOCOsoft is a leading software and services provider to Lloyd’s of London and the broader London insurance market. Since our foundation, we have grown to become one of the leading insurance software specialists in the London Insurance Market. We are a growing team of over 100 colleagues based in Dublin, London, Tokyo, Portugal, Spain, India and Poland.

DOCOsoft aspires to be a market leader in the technology sector, and we are always looking for new ways to approach projects or improve existing content. We look to hire people that will help us achieve this with hard work, enthusiasm and an expression of their own ideas.

We offer our people the opportunity to impact our growing business- everyone’s contribution matters! A team…