Applause IT - Bilingual Application Support Analyst

High growth software house requires 2 solidly experienced Application Support Analysts with technical aptitude and a flair for problem-solving to take up a key customer facing role. You will be joining a small friendly established team supporting a range of 2nd and 3rd line application support issues sitting on a Windows .NET stack, in a busy ITIL savvy environment. To suit experienced Application Support Person OR perhaps an Infrastructure Engineer with VMWare experience, looking to get into application support.

Essential Skills and experience:

  • Circa 3-5 year's + experience in a software support role (preferably at least 2 years supporting bespoke Windows and SQL Server backed systems).

  • Strong investigative and problem-solving skills

  • An excellent customer service persona

  • Strong written and verbal communication skills in English - including good phone manner (though most issues resolved via email)

  • Having a thorough understanding and ability to use and support the Microsoft Office suite

  • Knowledge and ability to troubleshoot current:

  • Windows operating systems (from WinXP, Windows 7 +)

  • Understanding of TCP/IP networks and common security systems

  • Understanding of LAN and WAN communication and some configurations

  • Exposure to basic programming concepts including data values and types, logic, data structures.

  • Experience of SQL Server querying - looking into stored procedures and writing select statements

Desirable (by no means essential):

  • Applications welcome from native level European Language speakers - any Spanish, German, Portuguese, Italian, Polish, Russian etc all welcome.

  • Any exposure to C#,, the .Net platform and Visual Studio an advantage (though this not a coding role)

  • Knowledge of web techs like JavaScript, HTML5, PHP also of interest

  • Any XML, Soap, or JSON knowledge to help understand how their software consumes client web services and develop data interchange, also of interest.

Documentation skills.

  • Any MS SQL Development and/or Admin skills

  • Experience working in an ITIL environment and/or foundation certification

  • Use of Help Desk packages - Net Help Desk or similar

The Role:

Reporting to the Customer Service Manager, the successful candidate will be confident and methodical when liaising with customers and will have a strong track record in performing problem analysis, asking relevant questions to derive understanding and diagnosing technical and environmental problems.

The role requires a good degree of technical knowledge and an aptitude to learn new skills and technologies. The analyst will also liaise with the development team to reproduce issues, identify root causes and fix problems as a trusted advisor to the customer.

The successful candidate will join our highly skilled and motivated support and development team. Their investigative and problem-solving skills will make a valuable contribution to the continued success of the company

To suit experienced bespoke software support analyst able to work under own initiative often, able to manage and prioritise multiple issues and grasp problems quickly. A strong desire for self-improvement is essential and you will receive exposure to some excellent technical systems and client customers.