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Application Support Analyst SQL - Leeds, United Kingdom - SYSTEM C HEALTHCARE LIMITED
Description
We are currently seeking an Application Support Engineer to join our team supporting local authorities in utilising Liquidlogics market leading Education and Social Services and Case Management software.
Duties and ResponsibilitiesMain Responsibilities:
Responsible for 2nd and 3rd line support functions as part of the Application Support team
Investigate, analyse and problem-solve Incidents raised via our Incident Management System, Jira
Use application log files, SQL and other diagnostic tools and methodologies to resolve issues, including data issues, coding issues and reviewing application and Windows/SQL logs to identify the cause
Liaise with Problem Management, Development and Product teams as well as Third Party subcontractors when required
Replicating persistent issues in the applications, using local test systems to identify potential bugs to be logged with Development for fix
Communicate with customers regularly over issues and problems that they encounter
Take ownership of allocated customers and be their named dedicated engineer ensuring that Incidents are managed and resolved within agreed Service Level Agreements
Support customers on our own hosted servers as well as on-premises servers
Skills and Experience
This is a customer facing role which requires good interpersonal skills, technical understanding, and the ability to work as part of a team but also demonstrates initiative when working alone.
This is together with the skills outlined below:
Essential:
Strong analytical and diagnostic skills
Knowledge and experience of working with SQL Server and writing SQL / T-SQL queries for fixing data issues
Strong 2nd line software / application support experience
Experience of Microsoft Windows Server and applications
Ability to prioritise and execute tasks
Excellent time management/ownership of personal Jira queues
Strong written and verbal communication skills both internally and externally and ability to communicate with other members of the team
Desirable:
Data Warehouse/Business Objections experience
Knowledge/experience of 3rd line software support
Jira/Confluence knowledge
Supporting external customers using remote software
Experience of monitoring software/server administration
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