Application Support Engineer

Role

Application Support Engineer

Location

Birmingham

Who we are

Corporate & IT

At ELEVATE, we offer a unique and impactful career journey designed to empower our teams to influence change. Join our team for a truly international experience.  With 24+ offices globally (and still growing), you will have exposure to real issues that span the globe. Fasten your seatbelt for an energetic and dynamic experience where you will have exposure to and support our global best-in-class team across 100 countries from Finance to HR to IT.  In line with ELEVATE’s mission to use business and innovation to be a drive transformational change, this is your opportunity to lead the operations of an organization that is a driver of meaningful and lasting impact that effectively improves people’s lives and preserves our planet.  Our Corporate and IT departments are an essential part of our operations and play a strategic role in delivering our business goals.

Job overview at a glance

ELEVATE is seeking a dynamic and motivated Application Support Engineer for our IT organization. The successful candidate will join ELEVATE’s existing IT Support team and will be involved in a mix of different activities. Primarily, the candidate will join our EIQ development team and will be responsible for handling user support tickets for our EIQ application, providing timely support to our user base (which includes both internal & external users). Also, provide the feedback & summarize the issues with the product owners to prioritize the issues for fixing and bring it to closure. Additionally, the candidate will be involved in Manual testing / Automation testing of EIQ Applications.

Who you are

Are you thrilled by the idea of working in a business that aims tackle the world’s biggest challenges? Do you want to work:

• on environmental, social and governance issues
• with an amazing team of like-minded creative thinkers
• in a fast-paced dynamic environment
• for some of the biggest and most forward-looking brands in the world

Responsibilities

• Act as a support engineer, you will take responsibility for addressing the user issues in timely manner that are reported via various communication channels, email, support ticketing system, etc.
• Provide prompt and courteous technical assistance to users/customers, ensuring a positive support experience.
• Assist in maintaining and updating the knowledge base and support documentation for known issues and solutions.
• Collaborate with cross-functional teams, including developers and quality assurance, to resolve technical issues and improve product quality.
• Test and reproduce reported issues in test environments and report bugs to the development team.
• Continuously learn and stay up to date with new technologies, products, and industry trends.

Qualifications

• Degree Holder of any stream, Degree in Information Technology, Computer Science, or related discipline is preferred but not mandatory.
• At least 3-5 years’ experience doing IT Product support.
• Good SQL scripting knowledge, Minimum programming knowledge preferred.
• Extensive experience providing IT support and handling customer/User queries.
• Some experience doing Manual/Automated Testing preferred (e.g., using Robot Framework). If no such experience, some minimum knowledge of coding and scripting is desired.
• Experience working in a fast-paced Agile (Scrum) environment.
• Knowledge in Incident Management, JIRA, and Confluence is preferred.
• Ability to recognize known Support scenarios, providing resolution to tickets based on the knowledge of specific IT Products
• Team player who is willing to liaise with multiple teams (IT teams, Business teams etc)
• Proactive and quick learner able to grasp both domain and product knowledge.
• Excellent written & verbal communication skills

Equal Opportunity Employer

ELEVATE is committed to creating a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by local law. Personal data provided by applicants will be treated as confidential information and will be used exclusively for employment purposes only.  Only short-listed candidates will be notified.  Applicants who are not invited for an interview may consider their applications filed for future reference.

To learn more about career opportunities at ELEVATE, please visit our Careers Page here: https://www.elevatelimited.com/careers/

Updated: August 2023