Application Support Engineer / Helpdesk

Aberdeen, Aberdeenshire
James Fisher & Sons
Job Advert Application Support Engineer / Helpdesk Full-time, Permanent Aberdeen, with Hybrid Working Who are AIS? James Fisher Asset Information Services (AIS) are a small, highly effective, and committed team of software professionals. With proven leading-edge technology, we help clients achieve their digital twin ambitions that is digitising their complex industrial assets to allow them to be better managed, with software tools allowing for improved remote operations. About the role The Application Support Engineer shall be responsible for assisting in the successful implementation and support of AIS digital twin applications with energy clients globally, as well as supporting our internal team across The Americas, Europe, Middle East, Africa and Asia Pacific. You will be part of the Product Team working alongside our Product Managers, Data Scientists, Support Engineers, Client Success Executives, Data Specialists and Software Developers, focusing on ensuring our users can make best use of our applications. Your typical day will include working as 1st line support for any user (internal or external) issues, including asking the right questions, undertaking troubleshooting, and escalating as required. You will work closely with our Senior Support Engineer, and the wider Product Team, to ensure and issues are resolved quickly and effectively. In addition, you will be involved in client server upgrades, migrations, and deployment of new software versions as well as hardware support of our internal infrastructure. What will you be doing? Responding to support requests and incidents reported by users and working to resolve requests for support in accordance with agreed service levels. Responding efficiently to all support queries via email, telephone and video conferencing. Working with an established team in a dynamic, hybrid working environment. Supporting our SaaS applications, at both the front end and back end. Working with Azure, SQL, IIS, Veeam, VMWare, Windows and M365, GPU hardware and iOS devices. Working closely with end users and the development team to replicate and resolve issues and bugs. What do we want from you? Excellent communication and interpersonal skills – able to converse with personnel from multiple skill areas, cultures and functions, both internally and externally. Excellent attention to detail and organisational skills, recording and managing all requests and incidents in accordance with the support team processes. An ability to work with colleagues across all teams, building good working relationships and delivering excellent service. Strong interpretative skills to understand user requirements. An independent worker who can deliver on their own initiative and manage their time and priorities.What experience do you need? Previous experience supporting software applications in a business environment. Experience with Azure cloud management. Experience supporting Microsoft Windows hardware and M365/O365 environments. An Azure Fundamentals certification or similar (desirable) A degree in a Computing related subject (desirable) Experience with network administration, including Active Directory, DNS and DHCP (desirable).What do we offer? We offer generous remuneration and leave allowance, employee pension scheme and flexible, hybrid working between our Aberdeen office and your home. We hold regular social events to get to know the team and will support you towards continued learning and development programmes, with dedicated learning days available. James Fisher & Sons are committed to taking positive action on diversity and we strongly encourage applications from candidates from all backgrounds and as a Disability Confident employer we are committed to offer an interview to disabled candidates who meet the minimum criteria for the role