Infotel UK is seeking a dedicated and technically skilled Support Engineer for L1/L2 application support to join our growing team. In this role, you will be responsible for providing first and second-level support for our various applications and ensuring that client issues are resolved efficiently and effectively. You will work directly with clients to troubleshoot and resolve issues, enhancing their overall experience with our products.
Responsibilities- Provide front-line support for application-related queries via phone, email, and chat.
- Diagnose and troubleshoot issues reported by clients, escalating as necessary to ensure timely resolution.
- Document incidents, resolutions, and workflow processes in the support ticketing system.
- Collaborate with development and QA teams to identify recurring issues and drive solutions.
- Conduct root cause analysis and provide detailed reports on recurring issues.
- Assist in user training and create training documentation as needed.
- Ensure adherence to SLAs and maintain a high level of customer satisfaction.
Requirements
- Proven experience as a Support Engineer or in a similar customer-facing role.
- Strong understanding of application support cycles, L1 & L2 procedures, and troubleshooting methodologies.
- Knowledge of SQL databases and ability to run queries to troubleshoot issues.
- Experience with help desk ticketing systems and ITIL processes.
- Excellent communication and interpersonal skills.
- Problem-solving mindset with a proactive approach to identifying issues.
- Ability to work independently and collaboratively within a team.
- Technical certifications (e.g., ITIL, CompTIA) are a plus.
Benefits
- Family Leave (Maternity, Paternity)
- Training & Development
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- The Work Environment is stimulating, creative, open, informal and it is based on teamwork, mutual trust and fairness for all. The open work environment gives each employee to be expert in the desired area and great learning opportunities to grow with the organization. Our unique culture supports open dialogue, candid feedback, and enduring relationships. We treat each other with dignity and respect, as human beings first, professionals second.
Top Skills
What We Do
Infotel UK Consulting: Shaping technical innovation, digital transformation and data management
We are at the forefront of technical innovation and digital transformation, providing data management systems, process improvement applications, software design, systems migration, and systems integration. We are also a software vendor, with our GDPR compliance software—Deepeo.
We work with clients across numerous business sectors, including automotive, the financial sector, the public sector, and supply chain and logistics.
Infotel UK is a subsidiary of The Infotel Conseil Group. Infotel UK was established in 2015 and is headquartered in Newcastle upon Tyne. With the growth of our UK business, we invested in a purpose-built innovation lab, allowing us to further support businesses with their IT requirements.
Being part of a global group gives us access to 20 service centres throughout Europe and the USA, making us the perfect local partner to team up with.
