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Application Support Engineer

Employee - Full Time

Leicester, United Kingdom

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Application Support Engineer

TBA Leicester is part of a multi-national group of companies and promotes a creative and dynamic work environment is looking to recruit a Application Support Engineer on a permanent basis in Leicester. We produce market leading, large-scale, distribution and supply chain software products used by customers worldwide and is aiming for further substantial growth over the next 5 years.

As a key player within Service Delivery, as a Application Support Engineer you will be involved in both the implementation, maintenance, and support of our Warehouse Management System (WMS), which are a critical enabler of our customer operations and global trade.  

Meet the complex challenges in container terminal software solutions

What are we looking for?

You will have a strong customer-focused approach and be experienced in working in a support helpdesk environment with the ability to work calmly and efficiently. You will work independently and as part of a team ensuring required outputs for efficient and effective working are met whilst maintaining the required quality standards.

 

You will provide 2nd line technical support for our WMS solution. Covering all aspects of bespoke software for our client systems, you will successfully investigate, troubleshoot, and resolve service issues.

  • A passion for delivering customer service excellence
  • Hands on experience with SQL
  • Oracle database experience
  • Experience with ITSM tools such as Cherwell or ServiceNow
  • Good interpersonal skills and enthusiasm to collaborate closely with colleagues
  • Proactive and focused: taking initiative and a getting things done with a positive “can do” attitude
  • The ability to troubleshoot and resolve WMS issues
  • Analytical, organizational, and problem-solving skills, with a detail-oriented approach
  • Ability and willingness to self-learn / develop product knowledge and technical skills (given suitable professional training)
  • Understanding programming logic would be preferable
  • Be highly motivated, with the self-discipline to manage workload and meet key deadline

    • About the role

    TBA Group was established over 30 years ago; we’re award-winning and one of Europe’s leading software development companies for the intermodal and logistics companies. Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide.

    The work we do is complex, challenging and rewarding and together with a relaxed, friendly atmosphere and a close-knit team, we believe we offer a unique working environment; our enviable staff retention rate speaks volumes about our ethos. It’s our aim for further substantial growth over the next 5 years and with our sights set on our ambition and there are opportunities for career advancement within our thriving, award-winning professional organisation.

    Key Responsibilities

  • Provide 2nd Line support directly to end-users and customers
  • Troubleshoot and resolving escalated support calls and email enquiries from customers
  • Visiting customer sites where necessary to support account reviews
  • Work closely with colleagues across internal and external support teams where integration is required with other products and technologies
  • Engage and consult with wider technical teams (software engineers, functional / tooling specialists, solution architect) as part of day-to-day work
  • Carry out Incident analysis and investigation to find and address root cause
  • Flagging repeat issues for problem investigation and resolution
  • Create and maintain appropriate levels of documentation including via ticket updates
  • Perform preventative maintenance as well as evaluating documented resolutions
  • Supporting the training and development of the First Line team

    • You will receive

  • Salary: Competitive
  • 25 days annual leave plus UK bank holidays.
  • Hybrid working policy
  • Flexi-Time policy.
  • Workplace pension.
  • Private Health Care.
  • Healthcare Cash Plan
  • Employee Perks Scheme
  • Ability to work in a different location other than home for up to 6 weeks a year

    • 1. Submit your application

    Simply click on the vacancy you wish to apply for and follow the instructions.

    2. Shortlisting

    Shortlisting normally takes around five working days. If you are selected after the initial assessment, you will be invited for a face-to-face interview or an interview via MS Teams.

    3. The Interview Stage

    We always give applicants adequate time to prepare and we strongly advise to do as much research as possible. Your interview process will be communicated ahead of time.

    4. Offer Stage

    If you have been successful, congratulations! Our interview stage is meticulous and by no means easy. So, if you’ve been offered a place with us, we wholeheartedly welcome you to the team and look forward to exciting times ahead.

    Interested in this position?

    Become a part of the TBA Group team as a Application Support Engineer.

    We'd love to hear from you.

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