Application Support Consultant

From £25,000 to £35,000 per annum + Flexible Benefits
02 Aug 2017
16 Aug 2017
We are currently seeking a talented Application Support Consultant to join our Equiniti Charter team at our Walton-on-Thames office. Equiniti Charter is a business critical supplier of Feedback Management Systems and Workflow Management Systems with over 20 years industry experience. The successful candidate will be responsible for the initial point of contact for external customers experiencing issues with Equiniti Charter software or related products. Role will involve in managing the expectations of customers, and providing excellent customer service and to work with customers, business users and other departments carrying out investigations of service related incidents and problems ensuring that they are managed through to resolution, in a timely and controlled manner, within agreed SLAs. Support consultant will assist the management team in helping to surpass the levels of expectation of customer service. As an Application Support Consultant , you will be responsible to; Ensure the complete and full resolution of all customer issues Provide 2nd line support to the external Charter user community (1st line support provided by customers’ own IT departments) Liaise with customers’ 1st line support departments to resolve issues Proactively seek out improvements to the customers’ support relationship with Charter UK Support the implementations and customer service departments in the proactive monitoring of customer systems and environments Provide support to the Charter Implementation and Sales teams on Charter products, as required, this could be remote support or providing clarification on functionality Actively assist in the implementation of Charter products Occasionally required to carry out testing of the company’s software products under the guidance of the Test Manager Support 24X7 on call support for selected customers and work beyond work shift timings occasionally As the successful candidate you will possess; Demonstrable experience of current Microsoft computer technology and operating systems, including desktop software. Experience in a support environment assisting external customers with technical, software or database-related issues. Excellent communication skills, both written and verbal to both technical and non-technical audiences. The ability to communicate professionally with both clients and colleagues, using interpersonal skills to work with other teams to resolve outstanding issues. Analyse problems, suggest solutions and locate information required for resolution Skills Set: Demonstrate experience of current Microsoft office suites Windows Server 2003/2008 x32/x64, Windows Desktop OSXP, Win7 Knowledge of IIS with Previous Bespoke Application Support Understanding of registry editing / support and event viewer Knowledge of MS diagnostic/troubleshooting tools SQL Server Remote management (MSTSC, secure remote access for desktop support) – desirable This job was originally posted as