Support Engineer

About the role

The role provides professional, effective, and responsive technical support for Ascent applications and business solutions, ensuring integrity, availability and performance in line with agreed service levels.

Key responsibilities

• Address incidents and service requests following ITSM/ITIL processes.
• Manage incident/problem resolution and escalation, coordinating with in‑house and client teams.
• Communicate clearly and promptly with all parties throughout the incident lifecycle.
• Record actions, investigations, time and effort accurately.
• Act as Application Champion for an assigned suite of business services.
• Induct and train new team members as the team grows.
• Maintain the knowledge base, support systems and documentation, including work‑arounds and known errors.

Required profile

• Familiarity with SQL (Oracle or Microsoft) and ability to write and edit scripts.
• Fundamental knowledge of the ITIL framework or similar IT service‑management methodologies.
• Commercial experience in technical or application support.
• Proficiency with Microsoft products (Word, Excel, SharePoint) and strong Windows/UNIX knowledge.
• Ability to work independently with minimal supervision.

Required skills

• SQL (Oracle, Microsoft SQL Server)
• ITIL framework
• Microsoft Office suite (Word, Excel, SharePoint)
• Windows and UNIX operating systems
• Atlassian JIRA
• Azure environment
• JSON and HTML conversion
• PowerShell (bonus)