2nd Line Application Support & Problem Management Consultant Job in Uxbridge UB81JX, London UK

2nd Level Application Support Problem Management Consultant

Senior Software Support, 2nd Level Applications Support, 2nd Level Software Support Specialist, Problem Management

Uxbridge, Harrow, Ruislip, Watford, West London,

SQL, PHP, Microsoft Infrastructure, JavaScript, XML

£35-40,000 + Bonus + Pension + Training (ITIL)

A Senior Software Support Consultant is urgently required by an established and rapidly growing Software House based in West London.

You'll take a 2nd Level Support Problem Management capacity, a senior position in an established Customer Services team that has excelled in it's performance in the last 12 months and needs to take a next step towards 100% Customer satisfaction.

You'll play an active role in prioritising, troubleshooting and resolving difficult incidents / problems escalated by the 1st Line Support Team.

You'll be responsible for providing technical support to external customers and providing 2 Line support for the team generally

You'll also be responsible for the delivery of Problem Management activity on both the underlying cause of single or multiple-related incidents and on the response to these incidents, deliver on the following aspects of problem management:

• Detection

• Logging

• Categorisation

• Investigation

• Diagnosis

• Management of the Known Errors database.

You'll working closely with Application Development teams to get problems fixed and provide assistance with the root cause analysis of major incidents and problems.

Ideally we are looking for candidates with 3+ years experience in problem analysis and resolution of incidents escalated from Level 1 Application Support Team. At the same time the candidate should be able to take proactive ownership of urgent / difficult incidents in order to maintain functional and operational availability of the Hornbill suite of applications for external customers.

Customers are UK Blue Chip companies and Public bodies, with 80% resolution of support call by the 1st Line Team

You will need to demonstrate the following knowledge/experience:

• Broad technical knowledge (strong SQL skills coupled with good network and infrastructure related skills).

• Understanding and logical troubleshooting of Windows based application work flows, reports and forms, ideally in a XML, PHP and Java Script development environment.

• 3yrs+ experience of supporting Client-server and web-based applications.

• Strong problem solving background with a focus on ownership of issues and a commitment to resolving them.

This is a British company that has outperformed all the competition for the last 2 years and is looking forward to positive growth projections in 2012. It has almost 15 years experience in delivering award winning, ITIL accredited Service Management (ITSM) software to Blue chip clients in the UK. This is an ideal company for career and personal development, and to get exposure to the very latest technologies.

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