3rd Line Application Specialist Information Technology · Guildford

Surrey Satellite Technology Ltd.; Guildford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technology solutions provider in Guildford is looking for an IT Applications Specialist to manage CAD applications, software licensing, and server updates. The ideal candidate will have experience in IT support within an engineering environment and excellent communication skills. This role involves ensuring system security, monitoring application performance, and engaging with various departments to fulfill software needs.

Qualifications

• Proven experience in IT support and administration.
• Must be able to attain National Security Vetting to a minimum SC level.
• Experience of managing hybrid environments.

Responsibilities

• Manage software support tickets from customers.
• Plan and execute server update and patch management strategies.
• Document all maintenance procedures for applications.

Skills

Experience supporting CAD Engineering applications

Excellent inter-personal and communication skills

Strong analytical and problem-solving skills

Scripting abilities in PowerShell

Knowledge of licensing models

Education

Relevant qualification in Information Technology, Computer Science, CAD/CAM Engineering

ITIL v3/4 or similar certifications

Tools

Windows Server

Linux Server

Power BI

Job description

Responsible For

As an IT Applications Specialist with a specialization in Engineering CAD application management, support and administration, Software renewals, licensing management, and server updates, you will play a critical role in ensuring the smooth operation of our IT environments.

You will be responsible for managing software support tickets from our customers, licenses, tracking renewals, and applying essential server updates and patches to maintain system security and reliability.

Key Purpose of Job

Someone to manage the existing Business Systems, with the vision to make changes to improve efficiency and enhance the services offered. Keep up to date with new technologies and make appropriate recommendations.

Key Tasks

Application Support and Monitoring:

• Configure monitoring tools with automated alerts to ease troubleshooting.
• Monitor application health and performance, addressing any issues promptly.
• Provide application support and manage incident resolution against established SLAs.
• Support all internal core applications, with a focus on SharePoint Online, CAD, PDM & PLM.
• Maintain and update application configuration including user security as needed to meet the business requirements.
• Create/update support procedures and ensure proper maintenance of standard operating procedure (SOP).

New Systems:

Capture requirements and create a plan with the vendor and end users to ensure a fully featured end solution.

Implement new systems, using change control and project plans. Fully document all changes.

Modernise existing systems, focusing on increasing operational efficiency.

Server Updates and Patches:

Plan and execute server update and patch management strategies, automate where possible.

Ensure critical updates, security patches, and firmware upgrades are applied to servers and applications in a timely manner.

Documentation and Reporting:

Document all maintenance procedures for applications and services.

Document repetitive troubleshooting tasks, with a view to automating where possible.

Maintain detailed and up-to-date documentation of issues, resolutions of the solution procedure.

Ensure change management is utilised for all changes.

Business Relations:

Engage with the end users, especially engineering teams, and ensure their requirements are captured.

Ensure the requirements of the different departments are implemented where possible.

Licensing Management:

Maintain an accurate inventory of software licenses and subscriptions.

Monitor license usage to ensure compliance with vendor agreements.

Assist in negotiating and renewing software licenses, optimizing costs when possible.

Collaborate with various departments to assess software needs and recommend licensing solutions.

Ensure license services are updated and available.

IT Support:

Provide Third-level IT support to end-users, resolving hardware and software issues.

Assist in troubleshooting server-related problems and escalate complex issues to the appropriate teams.

• Assist in user account management, including account creation, modification, and termination.

Person Specification (essential requirements)

Qualifications

• Relevant qualification in Information Technology, Computer Science, CAD/CAM Engineering or related field (or equivalent work experience).

• Relevant certifications (e.g., ITIL v3/4, CompTIA A+, Microsoft Certified: Azure Administrator, etc.) are a major plus

• Must be able to attain and hold National Security Vetting to a minimum SC level.
• Azure Architect AZ300/303/305

Experience

• Proven experience in IT support and administration, experience dealing with or working in an engineering environment
• Knowledge of licensing models for various software products (e.g., Microsoft, Adobe, Oracle, CAD Applications).
• Experience with system monitoring tools and techniques.
• Familiarity with Windows and Linux server operating systems and patch management tools
• Experience of managing hybrid environments.
• Scripting abilities in PowerShell, Bash, or similar tools for automation.
• Azure Architect experience.

Knowledge & Skills

• Experience supporting CAD Engineering applications
• Excellent inter-personal and communication skills, able to influence, persuade and negotiate with people at all levels (externally & internally) as well as to assist in reaching compromises when there are conflicting requirements
• High degree of organisation, self-motivation and initiative
• Good team working skills, together with the ability to interface with others at all levels
• Results orientated with a strong drive to deliver
• Flexible and adaptable to changing priorities
• Pro-active and able to take initiative
• Decision making and creative problem-solving skills
• Proven ability to deliver solutions under pressure and to tight timescales

• Strong analytical and problem-solving skills.

• Excellent planning and organising skills

• Ability to multi-task and deliver both immediate and longer-term tasks

Desirable Knowledge Areas:

• Understanding of data analytics tools (e.g., Power BI, Tableau).
• Familiarity with compliance standards (e.g., GDPR, ISO 27001).
• Knowledge of programming languages such as Python, Java, or C# for application customisation.