First Line Application Support Engineer


Location: Belper, Derbyshire, UK
Job Summary

An exciting opportunity has arisen to join Nathan Grace Holdings Limited’s Support team as a First Line Application Support Analyst based in Belper. NGHL is the parent company of Chevin Fleet Solutions Limited. Chevin are recognised as the world leading Fleet Management software provider with offices in the UK, Belgium, France, Australia and America, having customers in over 180 countries around the world.

Job Profile

• You will be providing first line application support involving complex application issues that require a thorough investigation to provide a solution
• Providing the first line response and initial triage and replication
• Work to SLA targets to ensure that resolutions are in place in a timely manner
• Accurately logging all communication via our ticketing system
• Managing tickets to ensure that they can be referred upon if needed by linking tickets
• Ensuring that all communication is professional, empathetic and courteous and you are working to continuously ensure the company’s high standards of customer service
• Use of Microsoft SQL Management Studio to query table data and code functions to extrapolate the cause(s) of issues

REQUIRED QUALIFICATIONS & EXPERIENCE

• You must be analytically minded, a great problem solver, have an excellent attention to detail and most of all be a team player
• Proven experience in technical customer support and working in an application support role
• Excellent written English language skills with excellent telephone manner
• Experience building relationships with clients and deescalating incidents
• Able to work under pressure
• (Desirable) B-TEC or A levels in IT
• (Desirable) Recent university graduate
• (Desirable) Understanding of SQL
• (Desirable) Use of ticketing systems like Zendesk and JIRA