Application Support Engineer
The Access Group
Application Support Engineer – SQL experience is essential
**This is a fully remote role**
Join the Access Family and see how we make software ideas become a reality!
Our core value of Love Work, Love Life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.
We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.
What are we all about?
At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers – from the Hospitality sector, to Manufacturing industry, to Not for Profit's to Construction, and many more.
We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.
· Be curious about yourself, others, and the world around you
· Think commercially by understanding our customers, the markets we operate and how we make money
· Show you care by relating to other people and teams
· Be accountable by taking responsibility for your actions and the impact you have
· Be flexible and adaptable, look to constantly evolve
· Demonstrate resilience by bouncing back from setbacks or overcoming barriers
Reporting into our Support Manager, you will work as part of our second line function which sits within a 14 strong team of people providing application support across a diverse and market leading product set covering Community, Mental, Child & Acute Care settings.
As an Application Support Engineer you will provide technical support for a range of bespoke software within Servelec's healthcare portfolio.
The core responsibilities include effective troubleshooting, root cause analysis, and, implementation of resolutions, in line with demanding Service Level Agreements (SLAs).
With robust analytical and technical skills, you will be a team player able to articulate issues to our internal technical community but also have a strong customer focus with the ability to translate and communicate those same issues at an appropriate level to our user base.
This is a demanding position which requires strong organisational & technical skills, the ability to both prioritise workloads, and, work unsupervised.
The Main Accountabilities
·Problem solve and troubleshoot a variety of product related incidents within agreed timescales.
·Work across multiple technical resolver teams, including Cloud Hosting, Product and Software Development.
·Managing workload to ensure incidents are resolved within SLAs, thus delivering the level of service expected.
·Provide exceptional levels of customer service.
The Knowledge, Skills and Experience Required
·Superb written and verbal communication and influencing skills with the ability to build and maintain strong relationships with key stakeholders and customers
·A proven track record in working well within a team, inspiring diverse operational teams to deliver outstanding service.
·Significant exposure to SQL.
·Familiarity with profiling, tracing and performance analysis tools on a Windows environment (SQL-Server, Devtools, IIS etc.)
·Excellent attention to detail, with impeccable organisation skills
·Innovative thinker who is positive, proactive and readily embraces change
·Previous experience in a similar technical support role
What does Access offer you?
We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
On top of a competitive salary, our standard 25 days holiday (which goes up the longer you're with us), and a matched pension scheme you'll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you'll also have a charity day you can take to support something that matters to you.
At Access we're all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn't match perfectly, we'd still love to hear from you. You might just be who we are looking for.
We love the fact that we're all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it's just more fun!
What's holding you back? Come and be part of our Amazing Access Family!
Love Work. Love Life. Be You.