Application Support Engineer

We are seeking a highly motivated and proactive Software Engineering Professional to join our dynamic IT team. The Software Engineering Professional will be responsible for providing technical support and troubleshooting assistance to end-users for our organization's business-critical applications. This role plays a vital part in ensuring the smooth operation and optimal performance of our applications, as well as delivering exceptional customer service to our internal users.What you'll be doing

• Act as the primary point of contact for end-users seeking technical assistance regarding our applications.
• Resolve application-related issues promptly through effective troubleshooting and problem-solving techniques.
• Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up and resolution.
• Proactively monitor the performance and availability of applications to identify potential issues and prevent service disruptions.
• Collaborate with the development team to plan and prioritize releases, considering technical dependencies and constraints.
• Conduct regular application health checks and system maintenance tasks to ensure optimal performance and stability.
• Log all support requests and incidents in the designated ticketing system, providing clear and detailed documentation of the reported problems and solutions.
• Prioritize and manage multiple support requests simultaneously, adhering to defined SLAs and response times.
• Assist with application configuration, user access management, and permissions to ensure data security and compliance.
• Addressing security concerns and ensuring the solution adheres to relevant security standards and compliance requirements.
• Perform thorough testing of applications to identify and address bugs, defects, and performance issues.
• Identify and hold risks against applications/ platform, review on a regular basis and remediate when/ where possible.
• Develop and maintain technical documentation, architecture diagrams, and technical specifications to guide the development team.
• Collaborate with cross-functional teams, including development, infrastructure, and business stakeholders, to ensure seamless application integration and smooth end-to-end operations.
  
  Solid understanding of application troubleshooting techniques and software debugging tools.
• Excellent communication and interpersonal skills to interact effectively with end-users and team members.
• Strong problem-solving skills and the ability to think analytically under pressure.
• Experience/ certification in CCNA, Linux (OL & RH), Server Management, AWS and Project management is desirable.
• ITIL certification or knowledge of ITIL processes is desirable.
• Experience with incident management tools and ticketing systems (e.g., JIRA, ServiceNow) is desirable.
• Knowledge of IT security best practices and data protection regulations is desirable.
  
  With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

Annual On target bonus 10% (personal and company multipliers) BT Pension scheme; minimum 5% employee contribution, BT contribution 10% Life Assurance Direct share scheme Exclusive colleague discounts on our latest and greatest BT broadband packages 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers Discounted EE TV including TNT Sport and the NOW Entertainment membership Great support for working parents including pay whilst on maternity, adoptive, and paternity leave Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc. 25 days annual leave (not including bank holidays), increasing with service with buy holiday option Volunteering days so you can give back to your local community Brand new electric vehicle salary sacrifice arrangement, known as 'My EV', Looking in: Leading inclusively and Safely I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes I take the right decisions that benefit the broader organisation. Looking out: Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making. Looking to the future: Growth mindset I experiment and identify opportunities for growth for both myself and the organisation. Building for the future I build diverse future-ready teams where all individuals can be at their best., This position is typically office-based, working during regular business hours. However, occasional after-hours support or on-call responsibilities may be required to address critical issues or participate in scheduled maintenance activities.