App Support Engineer - 2nd Line

The App Support Third Line Engineer role is required to provide second line support internally,provide an escalation point for the analysts within their function and work closely with the other members of the app support team, the Head of Practice and delivery consultants.

The day-to-day responsibility includes a mix of responding to calls or emails from clients, logging queries, following them through to resolution under the contracted Service Level Agreements, building customer relationships via regular service review calls as well as working with the PPM Team Lead and Head of Practice, and  team to onboard new customers and report on their function’s KPIs (Key Performance Indicators).

The successful candidate will require an aptitude for working with applications/systems to analyse, diagnose and resolve client problems, ranging from straightforward questions to more complicated technical problems, and a strong drive for delivering outstanding customer service. This ...