Application Support Engineer

Roke is a world-class technology and engineering consultancy, here you will help support the critical services we deliver.
Our National Security Service organisation is split into Service Lines that follow a process framework based on ITIL practices.  We deliver bespoke applications to our customers with an emphasis on quality, performance & cost.
As an Application Support Engineer you will play a critical role in operating our services, acting as a point of escalation and providing technical expertise. This is to ensure on going service availability and performance of mission critical systems. You will work directly with high profile customers to operate, maintain and improve the services we manage. This will include resolving complex incidents, planning and executing changes, improvements and resolving problems at the root cause.
As an Application Support Engineer you will;Provide day-to-day operational support, request fulfilment, and proactive management of technical services provided to the customer
Act as a main point of customer engagement for technical requests and issues, change planning and implementation
Triage and diagnose incidents, determining and enacting resolution/fix, root cause analysis and documentation
Plan, risk assess, and execute against requests, technical changes, and proactive management (patching, updates, testing and implementing planned changes) as required

Your responsibilities as an Application Support Engineer will be;Customer call management; logging, triage and resolving incidents and requests
Implementing fixes where a known solution or workaround exists
Updating tickets and inform Service Desk and/or customer of progress
Performing planned work and maintenance on solutions, configuration changes, and release/deployments.
Providing knowledge base / known error DB updates (documenting and providing updates to colleagues and customers)
Initiating and supporting continual service improvement through identification of opportunities and ownership of activities to effect positive change
Supporting effective service validation and testing
Conducting equipment installations

You will sometimes have to attend customer sites at short notice and participate in an out-of-hours on-call rota – there are on-call/standby payments available.

Person Specification: 
Education and QualificationsDegree Qualified (2.1 or above) in a STEM subject, or you will have an education and level of experience which is comparable.

Knowledge, Skills & Experience
Previous experience with relevant technologies:
Essential:   Application support: deployment, maintenance, fault finding
Operating Systems: Linux (optionally also Windows Server, VMWare)
SQL databases
BASH or Python scripting

Desirable:

IP networking
Software development, testing, diagnostics
Java/Web Apps/SOA
PKI, Encryption, Crypto
AWS, Azure, Virtualisation, Cloud
DevOps experience, ideally including tools and techniques such as: Continuous Integration / Continuous Deployment, Bamboo, Jenkins, Gitlab, Docker, Ansible, Terraform, Chef, Puppet, vRealize, vSphere etc.
Previous IT service or support experience desirable.
Previous experience in a customer facing role desirable.