Application Support Engineer

Job description

Job Responsibilities

• Provide level 2 application support for business systems with escalation to 2nd line Application Support team and 3rd line resources
• Diagnosis and troubleshooting
• Knowledge, recording and taking ownership of issues using Zendesk, Stack, ServiceNow or 3rd system (e.g. ticketing system)
• Focused and well-organized, to effectively manage daily issues
• Liaise with internal technology teams, and with 3rd parties as appropriate. Helpful attitude and assist in troubleshooting and resolving root cause of issues
• Analyzing the root cause of incidents; investigating, escalation and root cause analysis
• Attending service desk meetings; investigating, escalation and root cause analysis
• Writing SOD/ scripts to resolve user queries, testing, test & lease management by following change controls across movements
• Contributing to procedures and policies by keeping up to date in the knowledge base that are available for use
• Prepare and distribute daily handovers and release notes
• Work with internal and internal auditors

Tasks

• Proactively monitor systems, triage, investigate, resolve and escalate issues as they arise to ensure our stakeholders are informed throughout the process
• Monitoring clinical systems, anticipating and resolving issues as they arise, and finding ways to proactively solve complex problems
• Provision of 2nd/3rd level operational and business support

Requirements

Essential Skills

• Relevant experience in IT helpdesk support
• Experience with Windows-based environment: Windows 11, Microsoft Servers Office 365
• Ability to work on several tasks simultaneously and remain calm under pressure
• Methodically accurate approach to data entry and results verification

Desirable

• Database knowledge: Oracle, MS SQL - scripting writing skills would be an advantage
• Experience with MSFT, Python, MDM, Regula, PowerShell
• Experience with applications such as Zendesk, Stack, ServiceNow, Nagios, EIK, Automate, SCOM, SWIFT and NetIQ
• Knowledge of IT; experience with hosting, portfolio management, data, workflow/orchestration and reconciliation applications
• Some business knowledge of financial markets and instruments with broad asset classes - equities, derivatives, options, credit etc. through previous experience in the financial services sector

We offer

• Hybrid working model
• A London office in the O1 campus with easy access to transport and facilities
• Competitive remuneration package
• 25 days vacation pay
• Private health insurance
• Employee Assistance Program
• Additional days off for long service and volunteering
• Multipoint card
• Opportunities for ongoing professional development, including internal tech talks, conference attendance and source community engagement