Application Support Engineer
Hybrid
London, United Kingdom
£ 50,000 / year
Full Time
20-02-2025
Job Specifications
Role Overview
The Application Support team is responsible for ensuring the smooth operation and stability of environments. They act as the primary line of defence for application issues, working closely with development teams and other stakeholders to minimise downtime and maintain a high level of service availability.
The ideal candidate will be a highly motivated and skilled individual with a passion for problem-solving and a strong customer service orientation. As part of the Application Support team, you will play a crucial role in managing production incidents, collaborating with development and engineering teams, developing and implementing observability and reporting tools, and continuously improving our support processes. This role will initially be part of a small but growing team, offering the opportunity to shape processes and contribute to the team's evolution.
The Role
Manage the service desk queue (Jira), investigating and identifying root causes of issues, suggesting temporary and permanent workarounds, escalating complex issues to developers, prioritising and resolving issues and support cases.
Desire to fix root causes rather than symptoms & champion awareness of new technologies and systems across the business.
Develop a deep understanding of the services owned by different development teams and their interdependencies.
Follow established processes and procedures for incident management, escalation, and communication.
Collaborate effectively with development and engineering teams to troubleshoot and resolve complex technical problems.
Monitor the application estate for potential issues and proactively identify areas for improvement.
Communicate clearly and professionally with both technical and non-technical stakeholders.
Contribute to the development of knowledge base articles and documentation.
Champion a culture of continuous improvement within the business.
Be willing to learn new technologies and adapt to a rapidly evolving environment.
Technical Skills:
Experience with service desk software (e.g., Jira).
Experience interrogating databases to understand problems.
Familiarity with:
Kotlin (and/or Java)
Python
SQL (PostgreSQL)
MongoDB
Postman
Linux
Git
Containerisation
Basic networking principles
Troubleshooting and problem-solving expertise.
Application monitoring and performance analysis (e.g., APM tools, log analysis).
Incident management experience and familiarity with ITIL processes.
Excellent communication skills (written and verbal).
Basic understanding of Linux OS and database concepts.
Desired Skills:
Experience working in an Agile environment.
Familiarity with application testing methodologies.
Ability to prioritise and manage multiple tasks.
Experience working within a highly regulated environment.
Experience using Elasticsearch.
Familiarity with Kubernetes.
Programming or automation experience.
Familiarity with cloud platforms (AWS).
The Person
Comfortable taking ownership of issues and driving them to resolution.
Always on the lookout for ways to improve processes and procedures.
Organised, structured, and meticulous, with strong time management skills.
Eager to learn and passionate about technology, taking responsibility for self-development while being supported with opportunities and guidance.
Independent and critical thinker who can identify issues and challenges, building logical steps to overcome them.
Open to giving and receiving continuous and timely feedback for personal growth.
Strong interpersonal communication skills, with the ability to clearly articulate thoughts and ideas.
Benefits
The ability to hone your skills and cultivate your craft in a genuinely outcome-led, flexible, and supportive work environment.
Hybrid working policy with a requirement of 2-3 days in the office per week.
25 days of annual leave per year.
Work-life balance prioritised, with flexibility for appointments without needing to take leave.
Regular team socials to help unwind and connect with colleagues outside of work.
Well-balanced social events to cater to different interests, ensuring inclusivity.
A welcoming, dog-friendly London office with various breakout spaces and silent booths to accommodate different working styles.
Support for mental and physical health, including online fitness classes and access to a gym group in London.
Option for a salary sacrifice scheme to help save for the future.
Family-friendly policies to support a healthy work-life balance.
About the Company
Built to Make an Impact. We exist to harness the power of recruitment to create meaningful change across the world. Our mission is simple but profound: to connect purpose-driven talent with industries that shape a better future. From driving innovation in Tech for Impact, advancing the global Clean Energy transition, to empowering Central Government Public Services, we are a Global Recruitment Group committed to making an impact and leaving a positive legacy. Why We Exist We believe recruitment should do more than fil... Know more
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