Application Support Engineer - Junior at Electrum

The Role:

In this role, you will directly report to the Head of Application Support. Your main responsibilities will encompass overseeing system health, addressing system alerts, and tackling 1st level technical inquiries related to application support.

This role offers a remarkable chance to engage with a range of cutting-edge technology stacks, making it an exceptional opportunity for both learning and advancing your career within the Electrum realm. The qualities we're seeking in an ideal candidate include diligence, a strong desire for learning, and adaptability to collaborate across diverse departments and domains. Beyond the resolution of application support issues, we're searching for an individual who possesses the drive not only to perform well but to actively identify possibilities for enhancing our systems. Our perfect candidate isn't content with merely delivering satisfactory work; they aspire to deliver World Class Customer Service in every aspect of their role.

Responsibilities

You will:

• Adhere to standard operating procedures, quality control, security protocols, and overall business processes.
• Take proactive measures to monitor system health and promptly address alerts.
• Engage professionally and positively with business stakeholders for swift resolution of support queries.
• Collaborate effectively within the Application Support team to ensure prompt handling of escalated support queries.
• Proactively identify recurring system issues and work collaboratively within the Application Support team to implement permanent solutions.
• Assist with planned maintenance tasks and ad hoc IT projects.
• Collaborate effectively with third-party service providers and partners regarding system issues and changes.
• Share knowledge proactively and effectively within the Application Support team.
• Actively gather knowledge from fellow Application Support team members.
• Create and maintain standard operating procedure (SOP) documentation.
• Contribute to and update the knowledge base to ensure its accuracy and relevance.
• Research and identify software bugs.
• Pose targeted questions to customers to swiftly grasp the core issue.
• Escalate unresolved issues to the appropriate internal teams, such as software developers, and leverage internal and external resources for accurate resolutions.
• Track and manage support issues through to resolution within agreed timeframes, while maintaining clear communication with clients regarding expectations.
• Manage multiple open issues simultaneously, prioritising effectively.
• Prepare accurate and timely reports.
• Cultivate strong and enduring relationships with our clients.
• This role may require after hours support.

Requirements

What You Can Bring to Electrum (non-negotiables):

• National Diploma in IT or relevant systems engineering certifications
• 1-2 years experience in a similar role
• Understanding of networking i.e: TCP/IP, VPNs, Firewalls, Load Balancers
• Exposure to Linux administration
• Experience with Service/Help Desk
• Experience with supporting applications

Advantageous for the role:

• Experience administering service desk
• 1-2 years experience in the Payments industry
• Experience with Postilion
• AWS experience
• Experience working in an ITIL environment
• Worked with APIs previously