Application Support Technician

Introduction

This role supports the business and a subsidiary part of the CDER Group whilst also supporting the wider IT team. This role reports into the Edge Support Manager and provides technical support of the Edge collection platform to end users as well as responding to incidents, alerts, and system performance issues.

Responsibilities

• Provide technical support for basic/common requests relating to the Edge platform.
• Provide technical support handling more complex tasks that require more technical knowhow, deeper analysis, and possible changes to system configurations.
• Investigate and provide analysis of issues for escalation to our external 3rd line developer support where required.
• Record all conversations and findings on a ticket within the Jira service desk platform.
• Raise configuration change or development requests to relevant teams.
• Respond to problem tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence.
• Respond to incident tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence.
• Aid in providing training to end users.
• Effectively triage and root cause analysis to determine the most appropriate corrective action when issues with Edge processing are identified.
• The correct and timely application of corrective actions & remediation to fix issues with Edge processing.
• React to the relevant validator alert, investigate and analyse the issue and resolve it as well as determining long term solutions to fix the problem at source.
• Deal with alerts as they happen and resolve the issues as well as determining long term solutions to fix the problem at source.
• Fix, remove or minimise issues by optimising the way in which the business uses Edge.
• Identify, document, and mitigate risks.
• Ensure the correct and timely functioning of all Edge processes.
• Create and monitor system dashboards ensuring business processes are working as expected, identifying bottlenecks, inefficiencies, or capacity issues.

Personal qualities and skills

• Good level of education including GCSEs in Maths and English at grade C or above is essential.
• College or University education in IT, Software Development or similar.
• IT literate, proficient in Microsoft Office Packages.
• Customer service skills demonstrating empathy and patience.
• Analytical skills.
• Creative and innovative thinking.
• Competent in writing technical documentation.
• Good SQL writing skills for data retrieval and report creation.
• At least 2 years previous experience providing technical support.
• Experience of configuring and implementing new processes.
• Capacity to work effectively whilst remaining calm under pressure.