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The Application Support Analyst plays a critical role in supporting our global community of Travel Counsellors with our bespoke technology platform. This platform includes Phenix, MyTC, and its direct ecosystem of integrations. About the Role You will act as a second-line technical support team supporting the Operational and other Support teams, working in close liaison with the Product, Software Engineering and Platform Engineering teams to ensure the swift and effective resolution of Platform issues. Using our Platform Observability and Support tooling, you will be responsible for proactively identifying challenges with platform performance or stability to ensure the platform operates within our service levels. The Application Support Analyst aids front-line support and technical teams with internal applications and ensures that only genuine issues with those systems are reported correctly. The purpose of this role is to identify, check and validate any live issues and ensure they are escalated to the correct area within the Technical Team with an appropriate time frame set. This will ensure that our systems perform to the highest possible standard with minimal downtime or disruption if errors do occur. Principal Accountabilities Deal with incoming emails and calls, verifying if you can recreate the problem sent through, confirm if this is a live issue, and handle the request accordingly. Work closely with front-line support teams, Product Owners, Scrum Teams and Infrastructure Teams to ensure that SLAs are agreed and met. Support and maintenance of core business applications and systems consisting of both bespoke and common software packages, including (but not limited to) core system components such as partner integrations and related tools and technologies such as API interfaces and Process Automation (RPA). Proactively monitor performance dashboards, tools and exception logs. Investigate complex system issues across bespoke and packaged solutions. Act as a technical lead and escalation point for more complex application-related incidents within the wider technology department. Manage live issues with external providers. Escalate to, support and liaise with third-party suppliers where necessary to drive resolutions. Coordinate and manage the emergency change management process. Educate users on any necessary workarounds. Form part of an on-call rota, supporting the business outside of core hours for critical and service-related incidents. Produce statistics, KPIs and Management Reports relating to application and service outages. About You This Application Support Analyst role will suit an individual passionate about customer service and has a track record of providing specialist support for bespoke software products. Benefits A competitive basic salary annual company bonus Flexible hybrid working model (2 days home, 3 days office) Career development and promotional opportunities 25 days holidays (increasing to 28 after 5 years of service) A Moments That Matter Day (annually) Enhanced maternity/paternity pay Holiday buy and sell (up to 5 days per year) 3 paid days charity leave Company events, socials, and incentives 3x annual salary death in service benefit Company pension scheme Costco membership Salary sacrifice, company car scheme Cycle to Work Scheme Employee Assistance Programme Free breakfast, fruit, and hot/cold beverages Referral scheme Employee discount Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees) Essential Skills Bachelor's degree or equivalent experience in IT, Computer Science, Information Systems, or a related field 3 years experience working in an application support or platform operations role Passion for technology and best practice Excellent understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems Strong technical understanding of legacy technologies and cloud services/microservices Customer-centric - put the customer at the heart of everything you do Excellent technical, analytical, and customer service/stakeholder management skills Experience in supporting a global organisation in a remote working environment About Company At Travel Counsellors, we care about our customers, communities, and colleagues more than anyone else, and that's what makes us special. For us, relationships trump transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter. We've been changing lives for over 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses as part of a company that truly cares and has never wavered from its purpose; to redefine what personal means for a travel business. Our Travel Counsellors are supported by a team of over 400 super-talented people in our support offices to help them create unique, inspiring, and exciting experiences for their customers, building lasting personal relationships that bring them back to us time and time again. We're fired up for the future as the demand for travel after COVID-19 returns even greater than before, and we're looking for the brightest and the best to come and join us to take our business to the next level.
JOB TITLE: Application Packager LOCATION: Aldermaston, SALARY: £56,252 WORKING HOURS: Standard office hours 9 day working fortnight, every other Friday off Holding SC or DV clearance is a MUST. Due to the clearance required we can only progress with British nationals DETAILED JOB DESCRIPTION: Purpose of the role We are looking for customer-focused and enthusiastic candidate for our clients Software Discovery and Packaging Team, who has a genuine interest in solving IT issues and is empathetic to our client needs and requirements. The applicant should have a very good understanding of software application packaging, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams. The Application Packaging Team is responsible for managing the end to end delivery of applications and Operating System gold builds, and the on-going lifecycle management for those applications. Behaviours Demonstrate the ability to methodically work through issues Identify issues end users might be facing and drive improvement and simplifications to help end user process Maintain good working relationship with key stakeholders and support teams Must be able to deal directly with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills Experience of Application Lifecycle Management in an Enterprise environment as part of a desktop transformation project Strong Application Packaging experience using Flexera AdminStudio, InstallShield, IS Recapture & ORCA Expert understanding of MSI technology, including transforms. Document package configuration Package defect remediation Experience of large OS migration projects (preferably Windows 7 and Windows 10) Data Analysis and reporting skills Good communication skills (customer facing as you may need to speak to people in the business) Experience of managing and maintaining a SCCM 2012 (or higher) production environment SCCM deployment/Design experience Some Operating System Deployment (OSD), including tools such as MDT Experience of SCCM / WSUS patching technology Microsoft Active Directory 2003-2016 server Microsoft Group Policy Objects (GPOs) Software deployment and 3rd line support and troubleshooting Understand and input into desktop engineering standards, processes and best practices Involvement in delivering large scale deployments of software, e.g. Microsoft Office Experience of large OS migration projects (preferably windows 10) Highlight changes to processes or errors to the process owners. Maintain own process and working instruction documents Work within the contractual guidelines and Statement of Work, or highlight any local shadow IT agreements Be politically savvy and understand the concerns and priorities of our customer and our own support teams ESSENTIALS SKILLS/QUALIFICATIONS: Basic Understanding of IT project management methodologies including agile and waterfall Basic Knowledge of project management tools and techniques Microsoft Active Directory 2003-2016 server Microsoft Group Policy Objects (GPOs) Understand cloud technologies Understand network topology Must have packaged applications for Windows 7 and Windows 10 OS platforms. Must have experience of complex application packaging. (E.g. Autodesk, MS Office, etc.) Software deployment and 3rd line support and troubleshooting Strong communication skills both written and verbal Self-motivated with a can do attitude and comfortable working with ambiguity Strong MSI technology Application layering (VMware App Volumes) Scripting experience using BAT, PowerShell and VB, C# Scripts Ability to create and run reports Awareness of Change and Release Management Excellent written and verbal communication skills with a genuine enthusiasm towards IT service management Excellent organisational skills and able to take a methodical approach Excellent customer service skills Strong and confident presentation skills Professional verbal and written communication skills Strong SCCM 2012 knowledge DESIRABLE SKILLS/QUALIFICATIONS: ServiceNow ITIL Foundation Application virtualization (Microsoft APP-V) Fundamental knowledge across Windows Operating Systems MS SCCM 2012 As an Employee you will benefit from: Flexible benefits including, private medial and health insurance, basic cover paid by employer Free eye test vouchers Company pension scheme Income protection after 6 months' service should you be off work due to serious illness 23 days holiday rising by 1 day per year to max 25 Option to purchase / sell additional holiday Life insurance Employee Assistance Programme, free confidential advice covering a range of areas including mental health and financial support