Application Support Engineer - French Speaking

The Position.

At IMD, we're an innovative company driving success across multiple online ventures, with a strong focus on the French market.

We are looking for an Application Support Engineer to join our tech team to play a pivotal role in enhancing our in-house support tools, by raising tickets or even improving them yourself. You'll be responsible for triaging and resolving small bug tickets, proactively monitoring our systems, and identifying potential issues before they escalate. Additionally, you'll contribute to our integration testing efforts to ensure the quality of our products.

This role offers an exciting opportunity for growth, as you may eventually take on more responsibilities across various projects.

If you are passionate about providing first-class support and are a strong collaborator , IMD offers an unparalleled opportunity. Become part of a team that's shaping the future.
Responsibilities

• Process Improvement: You'll be responsible for improving in-house support tools and have the opportunity to grow into a role focused on optimising support tools and processes.
• Technical Expertise: You'll use your strong technical skills to understand and explain complex issues clearly. You'll ask insightful follow-up questions to gather comprehensive information for accurate ticket creation for the development team.
• Support Operations: You'll monitor support channels, prioritise and address critical issues promptly, and efficiently manage the queue of tickets. You'll be a vital link between the support and development teams, ensuring effective communication and issue resolution.
• Quality Assurance: You'll handle small bug tickets, triaging and resolving minor issues and contributing to integration testing efforts.
• Systems Monitoring: You'll proactively monitor systems, identify potential issues, and implement preventive measures to avoid escalations.
• Cross-functional Collaboration: During downtime, you'll evaluate and improve integrations and tooling across the support teams and engineering team. You'll address tickets and issues raised by different business units.

Requirements

We're looking for someone with:

• Previous coding experience would be great; ideally with PHP, but any language is a bonus.
• The ability to manage stakeholders and key relationships; as you'll be the link between the engineering and support teams.
• Excellent communication skills.
• An adaptable mindset - We're a fast moving business with changing priorities.
• Strong organisational skills as we are managing a variety of projects with tasks to be completed within them, so you'll need the ability to organise and prioritise effectively.
• Knowledge of french to fluent level; it is a core language of the business.

It would be a plus if you have:

• Provided 2nd-line support in some capacity in the past.

• Experience with PHP using the Laravel framework.

Benefits
The Package.

• £25K-£30K per annum
• Performance-related, quarterly paid bonus - 10% per year
• 25 days holiday + Bank Holidays

The Perks.

• At least one legendary company trip per year (Worldwide unique experiences)
• £17 Deliveroo lunch credit for each day in the office
• MacBook Buy-Back option
• £500 home office budget