Support Engineer

An opportunity to apply your expertise across a set of interesting customers, diverse, sectors, and complex challenges, on both major transformations and smaller scope engagements! 

  
About Us     

Ascent has recently been acquired by Acuity Analytics.  This is both a significant milestone for us and a tremendous opportunity for you.  Acuity Analytics is a business with a strong global reputation, an impressive client base and ambitious growth plans.  We deliver deep insights and domain-led digital transformation to high-growth and heavily regulated organisations.  To our customers, we bring a partnership that provides the talent, technology and capability to enhance performance and operational efficiency. 

About the Role 

The fundamental purpose of this position is to provide a professional, effective and responsive technical support service to our clients. Our clients usually have their own in-house teams to address 1st line support issues, but sometimes we blend 1st line activities into our support offering. We mainly support Ascent applications and business solutions but occasionally work with those inherited from other software providers. As our solutions become increasingly intrinsic to the operation of our client’s businesses, we ensure the integrity, availability, performance, and general running of the Ascent solutions. And all this is delivered in accordance with agreed service levels.  

What you'll do 

• Addressing both Incidents & Service Requests according to established IT Service Management (ITSM) processes and procedures, incorporating ITIL best practices. 
• Responsible for Incident/Problem Management and issue escalation, liaising with in-house and client teams to drive issue resolution. 
• Responsible for providing professional, clear & concise, and timely communication to all appropriate parties throughout the incident lifecycle (as appropriate to issue priority). 
• Responsibility for accurately recording actions and investigations, time, and effort.  
• Become an Application Champion for an assigned suite of the line of business services. May induct/train new team members into a project, solution, or service as the team grows.  
• Maintenance of Knowledge Base, Support systems and associated documentation, documenting workarounds, known errors, and improving procedures 

Skills and experience required 

• Familiarity with SQL (Oracle / Microsoft), especially good working knowledge of not just running, but editing and creating scripts. 
• Fundamental knowledge of the ITIL framework or other IT Service Management methodologies is essential. 
• Experience in Technical and/or Application Support commercial experience. 
• Proficiency in Microsoft Products, as well as SharePoint, Word, Excel, and others. 
• Knowledge of Windows and UNIX operating systems and Atlassian products such as JIRA would be considered an asset. 
• Ability to work on own initiative and with minimal supervision 

It is good if you demonstrate familiarity with Azure environments and familiarity in deciphering JSON and converting it into HTML. Also, it is a bonus if you have knowledge in PowerShell and basic SharePoint skills. 
 

Why join us 

People are at the Heart of our Business.  By investing in people, we achieve exceptional results for our clients and create new opportunities for our teams to thrive.  Check out this page for more details.