Applications Support Analyst

TGW Northern Europe is seeking an Application Support Analyst to join our newly-created Hotline Team based in our Market Harborough office. This team is responsible for providing quality technical hotline support for the bespoke Warehouse Control applications to TGW Northern Europe’s clients.
 
As an Application Support Analyst, you will act as a subject matter expert for all technical-related queries for Warehouse Control Systems. You will ensure all requests are logged within the ticket system and you will take ownership of any issues through the whole process until closure, ensure a professional service is provided at all times.
 
Please note as the Hotline Team will provide support on a 24/7 basis, you must be available to work a shift pattern.

KEY RESPONSIBILITIES 

  • Providing 1st/2nd line user support through calls with the clients and logged issues on the ticketing system.
  • Managing and troubleshooting site-to-site and client-to-site VPNs using appropriate tools.
  • Proactively working on on-going issues and identify common issues from reports, identifying root causes and collaborating with the Development Team to implement any changes or deliver further training.
  • Escalating any 3rd line issues to next level where required, whilst still acting as a key point of contact for the client through until resolution.
  • You will also be involved with the support and maintenance of networks and servers.
  • Delivering training to Resident Engineering teams
  • Testing Warehouse Control Systems code and modules to support to the upgrades & enhancements team.

KEY REQUIREMENTS

To be suitable for the Application Support Analyst role, candidates will require the following experience: 
  • Experience in a similar Application Support role; this could be either in an internal facing role supporting a bespoke in-house application or within a role that is externally facing for a software vendor.
  • Experience with Oracle or SQL databases - interrogation and writing queries
  • Strong customer/stakeholder facing skills. This includes translating complex terminology into simple terms and speaking to system users to identify and translate their requirements
 
The following experience would be desirable, however is not essential as training will be provided: 
  • Previous experience with Warehouse Control Systems or Warehouse Management Systems (such as JDA, Red Prairie, Manhattan, SAP, PKMS, Lawson, Indigo, Oracle, etc.)
  • Software testing experience
  • Experience with VMware    

Application process

We will aim to respond to your application within 4-5 days and you will be contacted by a member of the Recruitment Team to discuss your application. If successful, you will be invited to interview at our Market Harborough office with the Hotline Team Leader. There will be two interview stages in total with online psychometric tests in-between.