3rd Line Applications Engineer

For more than 30 years, our Charterhouse teams have been pushing tech boundaries and exceeding expectations. For the clients we look after, this means delivering integrated technology solutions that drive their business success. Our reputation as a multi-award-winning solutions integrator of cloud, connectivity, networking, mobile and security solutions speak for itself. Just as our solutions give our customers the freedom and assurance they need, we’ve made sure growth is a given – professionally and personally – so our colleagues can thrive.

The 3rd Line Applications Engineer will support our internal business, ensuring service levels are maintained across our application portfolio, with a particular emphasis on ServiceNow, Dynamics CRM and Great Plains. Working in the Applications team, the engineer will be a specialist in our applications and data, co-ordinating with business analysts and 3rd party support or development teams to agree work required. Configuring and developing (or training into enhancement development) against applications to meet the needs of users, as agreed via regular user forums.

Our focus encompasses connection and collaboration, which is why we encourage a hybrid approach to work, with the choice to be based in one of our offices in London or Liverpool and at home.

Requirements

• Become the technical owner of key business systems. Triage technical issues across multiple infrastructure levels (network, OS, application). Prioritize and escalate issues according to the severity and details of each case.
• Provide customer support to our business in accordance with company SLAs via email, phone, or live chat.
• Analyse logs and other primary sources to determine the root cause of application issues.
• Manage upgrades and migrations and related application software.
• Develop subject matter expertise and be an advocate within the team.
• Work with the business to appropriately configure each aspect of their applications.
• Work closely with third party development and support partners to maintain and improve our key application services.
• Support and co-ordinate User Acceptance Testing of changes
• Communicate with key users of applications to ensure that planned changes take their feedback into account, and that they are kept informed of change roadmaps.
• Perform regular reviews of data held in applications to identify inconsistencies, duplicates or quality issues
• Perform application health checks, raising concerns to IT support as appropriate
• Maintain application licence allocations and permissions, ensuring users have the right access to do their jobs (and no more).
• Ensure users are trained appropriately in using the applications, including creating / maintaining training materials.
• Work remotely (on a hybrid basis) and support remote users where applicable.

Required Competencies (Skills, Knowledge, Experience and Attitude)

• Administration or super-user experience of ServiceNow
• 2nd or 3rd Line application support experience
• Ability to logically diagnose and help resolve issues
• Proven experience of managing data imports/exports
• Excellent customer service skills
• Strong analytical and problem-solving skills.
• Familiar with the Agile development process
• Creative thinker, passionate about driving ongoing improvements through process and technology, with a desire to get involved and make a difference
• Excellent written communications – clear, concise and logical
• Well organised, with excellent attention to detail
• Active listener – with strong telephone-based skills
• Keen to progress and learn new skills e.g. reporting and/or development
• Team player
• Good time-management skills

Desirable

• Administration or super-user experience (one or more) of:
• MS Dynamics 365
• MS Dynamics GP
• AbiLLity
• IT Industry Expertise: Understanding of IT managed service provision
• Analytical ability to critically evaluate information gathered from multiple sources, reconcile conflicts, distil high-level information into details, distinguish user requests from the underlying true needs and communicate development opportunities to the team accordingly

Benefits

We’re bold and brave when it comes to transforming business operations. Together, we achieve more for our customers, each other and ourselves. From the momentum we’re building to the steps we’re anticipating, this is your chance to be part of it all.

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.

Charterhouse is where careers happen. We offer a supportive, innovative, stimulating and fast-paced environment where development, reward and recognition are available to everyone, and anything is possible. As you transform our client’s approach to technology, we’ll help you transform your career through progression, reward, development and recognition.