Application Support Engineer & Technical Application Consultant

Once again DocTech is expanding after a period of continued growth! We are looking for an Application Support Engineer and a Technical Application Consultant to join our Technical Team, delivering digital document management systems to new and existing customers.

Based in Bury, Manchester we have been supporting the needs of our customers for the last 38 years.  We help organisations across all industries take back control of their business processes with automated, digital solutions that remove manual and time consuming work.  We create simple, user friendly systems that solve document related challenges including reducing paper waste, improving Accounts Payable processes or efficiently using digital forms. 

With hybrid working now more common than ever, we have seen a significant increase in the demand for our solutions to provide secure access to documents and process workflows from any location with internet access.

About The Role

Your work will be varied and provides a great opportunity for growth. We are currently operating a hybrid working schedule allowing for one/two days in the office and three/four days at home, each week.  Depending on the role some travel to customer sites may be required in the future.

We are looking for enthusiastic and hardworking individuals who are ready to work as a part of team.  A willingness to learn is essential and full training on all of our software will be given.

Application Support Engineer

Duties and Responsibilities

• Provide support to customers and partners for both standard and bespoke solutions by phone and email
• Support the implementation and development of new configuration and projects
• Work within an SLA to ensure support tickets are responded to and closed in a timely manner
• Add to and maintain our knowledge base / FAQ
• Ensure excellent customer service is delivered at all times
• Work together with Application Developers as required to resolve issues

Required Skills and Knowledge

• Software support experience
• Familiarity with Relational Databases as a concept
• Excellent telephone manner and good written communication skills
• Strong documentation skills and discipline
• Lateral/logical thinker with the ability to think on your feet
• Core technology understanding of the Windows server/database/ client products (file system, permissions, IIS)
• Excellent troubleshooting skills

Desirable Skills and Knowledge

• Experience of working with: Windows Server, Azure, AWS, MS Exchange
• Good commercial awareness and understanding of business processes
• Solid understanding of IIS and how to deploy .net products to IIS
• Experience working with Document Management Products (DocuWare ideally)
  

Technical Application Consultant

Duties and Responsibilities

• Work together with customers and 3rd parties to analyse business processes to translate customer processes into software functionality
• Produce a detailed specification of requirements, a Statement of Works
• Deliver configuration, training and support to customers as part of a project team
• Manage new feature requests, changes and support queries regularly throughout a project
• Produce design and change documentation to aid in support handover
• Carry out training sessions with customers
  

Required Skills and Knowledge

• Good working knowledge of business processes
• Excellent communication skills
• Ability to chair meetings with customers from sales through to support handover
• Familiarity with Relational Databases as a concept and SQL
• Strong documentation skills and discipline
• Ability to design, implement and carry out thorough software testing
• Lateral/logical thinker with the ability to think on your feet
• Core technology understanding of the Windows server/client products (file system, permissions, IIS)

Desirable Skills and Knowledge

• Experience integrating with / working with accounts software packages (Sage, SUN, SAP etc)
• Software support experience
• Solid understanding of IIS and how to deploy .net products to IIS
• Experience working with Document Management Products (DocuWare ideally)

Get In Touch

We are now welcoming applications for both roles.

For a more detailed job spec, or to apply with a covering letter and CV, email jobs@doctech.co.uk.