Careers Fairstone.co.uk
Careers Fairstone.co.uk

The Role

We are seeking an experienced and highly skilled senior 2nd line application engineer to join our Service Desk. In this role, you will be responsible for providing the highest level of technical support and driving the optimisation of our software applications.

You will serve as a subject matter expert, addressing complex issues that have been escalated from the 1st line support team, and playing a crucial role in the enhancement and innovation of our software systems.

Responsibilities

Requirements

The ideal person

Skills and experience

 

As an experienced Senior 2nd Line Application Engineer, you will be hands-on and responsible for the triage and resolution of IT Service Desk application tickets and the triage, categorisation of bugs and defects.

  • Second Line Support: Provide advanced technical support for internal and external applications which include our propriety applications Gateway, Adviser Portal and Wealth Portal. In addition you will become a subject matter expert in Fairstone’s 3rd party applications to enable you to provide a truly holistic support service e.g. SAP, Tableau, Sprint/Origo Data Hubs. Addressing issues escalated from the 1st Line Support team. Troubleshoot and resolve complex application problems, ensuring minimal disruption to end-users. (Full training of our application stack will be provided)
  • The triage and categorisation of all applications bugs/defects, training and change requests and participating in the relevant agile ceremonies.
  • Managing user access, permission and application configuration changes across our application stack
  • Provide assistance where required for compliance/DSAR requests
  • Major Incident Management: Act as the technical lead in major incident management, driving rapid resolution and coordinating cross-functional response efforts. Document and communicate findings and solutions to relevant stakeholders.
  • Incident Management: Take ownership and resolve all incidents that do not require development expertise. This means being able to solve incidents that require skills up to – but not including – development.
  • Automation: Identify repeatable, manual tasks that could be done automatically and provide documentation that could be given to a developer or other team to automate that task.
  • System Integration and Architecture: Work closely with the architecture team to ensure new and existing applications are integrated seamlessly into the broader IT ecosystem. Provide input on system architecture and design to improve overall system performance and reliability.
  • Collaboration and Communication: Work closely with other IT teams, including infrastructure, network, and security, to ensure comprehensive support and development of applications. Communicate complex technical issues to non-technical stakeholders in a clear and concise manner.
  • Continuous Improvement: Identify opportunities for process improvements within the support lifecycle. Propose and implement changes that enhance efficiency, reduce downtime, and improve overall service quality.
  • Documentation and Compliance: Create and maintain detailed technical documentation for applications, including design specifications, troubleshooting guides, and change logs. Ensure all work complies with internal standards and industry regulations.
  • Training and Mentorship: Provide guidance and mentorship to 1st Line Support team members. Conduct training sessions as needed to enhance their technical skills and knowledge.
  • Stay up-to-date with the latest industry trends and technologies to drive continuous improvement.
  • Provide technical guidance and mentorship to other team members.
  • Building and maintaining relationships with other members of the IT teams

 

  • 5+ Years of experience in an application and/or 2nd line technical application support role, with a strong focus on troubleshooting and problem solving
  • Microsoft Azure AD, Azure SQL/MSSQL/MySQL
  • Exceptional analytical and problem-solving skills with the ability to quickly identify root causes and implement effective solutions.
  • Demonstrated ability to lead technical teams and projects, mentor junior staff, and drive continuous improvement initiatives.
  • Excellent communication skills, with the ability to translate complex technical issues into clear, non-technical language.
  • High level of attention to detail, ensuring all work is thoroughly documented and adheres to best practices and compliance standards.
  • Ability to work effectively both independently and as part of a team, with a collaborative mindset.

 

  • Passionate about providing excellent IT support to our clients.
  • Show awareness of how businesses are impacted by their IT and prioritise work accordingly.
  • Work well under pressure and go the extra mile to provide excellent customer service.
  • Show an organised, proactive and analytical approach to all work.
  • Motivated to learn and develop within the company through our training and certification scheme and development plan.
  • Adaptive and a positive attitude to challenges and change.
  • Demonstrate strong communication skills and ability to empathise with user’s issues and build strong, professional relationships.
  • Deal positively with ambiguity and complexity, working through challenges positively to reach a solution.
  • Take ownership of issues and show initiative in solving them.
  • Work effectively and efficiently with the IT team and third parties.
  • Proven and relevant working experience in a busy, user focused organisation.
  • Excellent communication skills for dealing with diverse colleagues.
  • Self-driven, results-oriented with a positive outlook, initiative, and leadership ability.

 

  • Financial Services and/or Wealth Management experience, regardless of department, would be highly valuable.
  • Experience with cloud platforms such as Azure inc. App Services, Azure Logic Apps, Azure Functions
  • Familiarity with Agile/Scrum and Kanban methodologies.

Apply direct to our recruitment team

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Careers at Fairstone

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Culture

The Fairstone culture centres around respect, equality and collaboration with a strong family ethos to empower colleagues.

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