Application Support Engineer

Job description

We have an exciting opportunity for an Application Support Engineer to join our growing delivery team, in one of our UK offices with the option for remote working where appropriate.


Who We Are

DCSL GuideSmiths are a leading UK-headquartered software house, developing bespoke operational software, as well as SaaS solutions. The team consistently delivers across all industries including established businesses and start-ups.

The company works with many well-known household names and has over two decades of successful projects. The award-winning company is growing rapidly and is recognised as the top UK software house based on client reviews and industry recognition. We are very proud of our history, and competitive about our future which means employing the very best people in the technology industry.

Besides our established UK offices, we have a strong presence in Spain, as well as offices in Romania, Hungary and more coming soon- it’s an exciting time to join our growing and successful business.


What You’ll Do

As an Application Support Engineer at DCSL GuideSmiths, you will be involved in managing multiple, varied software projects, with a wide range of clients. You will be in charge of managing incoming support tickets, and actioning them where possible or passing them to the relevant person where unable to manage yourself. You will ensure that this is done in a timely manner, with professional standards, in line with client contract and with high levels of communication both internally and externally. We’re looking for an organised, detail-oriented, motivated individual who will own the responsibility of the support function and work well with other members in the team.


Key responsibilities

  • Receiving, managing and tracking incoming support tickets
  • Working with team members to prioritise effectively
  • Address customer concerns and issues regarding their custom software
  • Document complaint reports and troubleshooting
  • Keep records up to date on our in-house management platform
  • Assist software developers to resolve technical issues
  • Identify support tickets vs change requests


Job requirements

Experience and Skills

Competencies:

  • Proficient in operating systems and tools i.e. Excel, Devops, Smartsheets, Word, Outlook, Powerpoint etc
  • Knowledge and proficiency in a number of programming languages 
  • Experience in managing multiple projects simultaneously
  • Excellent customer management and organisational skills
  • Strong communication skills
  • Experience in conflict resolution

Desirable attributes:

  • Commercial mindedness
  • Resilient and calm under pressure
  • Adaptability
  • Team mentality
  • Highly motivated
  • Competitiveness

What would add value to your application?

  • Bachelor’s degree required in a related field
  • Related certifications I.e. Microsoft/Cisco


Location

Candidates have the option to work in our Farnborough office, with flexible/remote options.

Our London office is a 10-minute walk from Waterloo Station, and our Head Office in Farnborough is a 10-minute walk from Farnborough Main station and close to the town centre and local amenities.


Salary and Benefits

Salary up to £35,000 dependent on experience, with an additional benefits package including:

  • 25 days holiday (plus Bank Holidays)
  • Employer matched contributory pension scheme (4/5%)
  • Flexible working opportunities (see Location for more info)
  • Healthcare Scheme – Helping towards the costs of medical, dental, eye care and more
  • Life Insurance and Critical Illness Cover
  • Maternity Leave – fantastic maternity leave allowance of 20 weeks full-pay, followed by 19 weeks of statutory pay (Paternity leave is 2 weeks full-pay)
  • Dedicated learning hours and access to a Technology learning platform
  • Tastecard+ Membership
  • 1 extra day off a year, for charity work of your choice
  • Cycle to Work Scheme – Want to cycle to work? We can help towards the cost of a new bike!
  • Fitness activities (Various clubs and other sports-related activities as well as discounts on gym memberships)
  • Free hot and cold refreshments
  • Fresh fruit delivered weekly from local suppliers
  • Social events and a range of other activities arranged throughout the year


Why Us?

  • Opportunity to work on projects that are fast paced and interesting
  • Join a very established but growing organisation, with outstanding career progression opportunities and an emphasis on internal development