Application Support Engineer
| Posting date: | 26 June 2025 |
|---|---|
| Salary: | £25,000 to £35,000 per year |
| Hours: | Full time |
| Closing date: | 25 July 2025 |
| Location: | Dorset, South West England |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Unicard Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
Company Background
As the leading provider of software solutions for public and private sector transport management and smart ticketing, for over 20 years Unicard has been trusted by millions of passengers to get them where they need to be. Today, our solutions can be found throughout the UK, processing several billion transactions a year.
Role Purpose
The support engineer is required to work within the support team to investigate, resolve where possible and triage issues, ensuring tickets are processed and resolved adhering to customer SLAs and high service quality.
In addition to support, the role covers other tasks such as:
• Unicard application system management: ISAM and AMS management - the core of the ITSO specification, AMS and ISAM management will require a technical understanding, attention to detail and the ability to pick up and complete complex tasks, ongoing configuration and monitoring to ensure the application provides the services required by our customers (full training will be given).
• Printer/Terminal Support – Unicard provide both hand-held smartcard readers and smartcard printers to various customers. The support engineer will be responsible for troubleshooting, returns, shipping and orders of new equipment/consumables.
The role will be based in Poole however will be required to travel to all Unicard office locations as and when required.
Candidate must be able to demonstrate long-term right to work in the UK for this role.
Responsibilities
The role will be responsible and accountable for:
• Ownership and management of tickets, in accordance with SLA’s and priorities and in line with ITIL-based incident and problem management processes
• Software application and hardware managed services
• Resolving issues, updating customers, closing tickets and documenting if required
• Handling inbound telephone calls
• Processing emails inbound to the Support team shared mailbox
• Creating/updating various support documentation/knowledge articles
• Investigating and troubleshooting reported issues with the team
• Escalation of issues and risks to Level 2 and Support Manager
• Interfacing with ITSO for AMS requests, logging & troubleshooting issues
• Printer/terminal support
• Creating and updating reports and dashboards within Zendesk & Jira
• Provide out of hours on-call support (overnight and weekends) to VIP customers (rota based)
• On-site support (when required)
• Embracing and promoting Unicard values
• Inventory Management of related tools and stock
Professional and Technical Experience
Essential:
• Service-desk experience
• Technical & Application support experience
• Experience working in an ITIL-based team
• Experience working within strict customer SLAs
• High competency in MS Office applications; Word, Excel, Outlook etc.
• Holds valid driver’s licence and has access to vehicle
Desirable:
• Knowledge of Unicard’s core products and services
• Experience working within software development environments
• Understanding/experience of technical language XML/CSV/JSON/SQL
• Experience with BI tools
• Experience with Jira/Zendesk
• Supplier management
• Business to Business customer service experience.
Personal Skills
• Great communicator at all levels, both written and verbal
• Approachable and able to work collaboratively within the team and with other areas of the Business
• Energetic and self-motivated – eager to learn and progress
• Pro-active and focused to work efficiently and effectively
• Highly adaptable within a fast-paced changing environment
• Analytically and technically minded with a high degree of accuracy
• Able to work optimally in a challenging environment, with a high degree of self-discipline
• Punctual, dependable and reliable – ability to manage your own time and resources
• Able to listen and understand customers’ issues
• Able to identify and manage risk
• Managing a wide variety of tasks or responsibilities. Balancing long-term and short-term projects. Completing multiple things at once. Handling a high-volume workload.
What we offer
• Competitive remuneration package
• Company funded Healthcare plan
• Life Assurance
• Company pension
• Hybrid working (minimum 3 days office attendance)
• 2 days per annum paid volunteer days
• Modern working environment and friendly atmosphere
• Knowledge sharing (working with experienced professionals)
• Autonomy and trust in decision making
• Office in a central location
• Regular team building and office events
• Career development
• Charitable organisation
As the leading provider of software solutions for public and private sector transport management and smart ticketing, for over 20 years Unicard has been trusted by millions of passengers to get them where they need to be. Today, our solutions can be found throughout the UK, processing several billion transactions a year.
Role Purpose
The support engineer is required to work within the support team to investigate, resolve where possible and triage issues, ensuring tickets are processed and resolved adhering to customer SLAs and high service quality.
In addition to support, the role covers other tasks such as:
• Unicard application system management: ISAM and AMS management - the core of the ITSO specification, AMS and ISAM management will require a technical understanding, attention to detail and the ability to pick up and complete complex tasks, ongoing configuration and monitoring to ensure the application provides the services required by our customers (full training will be given).
• Printer/Terminal Support – Unicard provide both hand-held smartcard readers and smartcard printers to various customers. The support engineer will be responsible for troubleshooting, returns, shipping and orders of new equipment/consumables.
The role will be based in Poole however will be required to travel to all Unicard office locations as and when required.
Candidate must be able to demonstrate long-term right to work in the UK for this role.
Responsibilities
The role will be responsible and accountable for:
• Ownership and management of tickets, in accordance with SLA’s and priorities and in line with ITIL-based incident and problem management processes
• Software application and hardware managed services
• Resolving issues, updating customers, closing tickets and documenting if required
• Handling inbound telephone calls
• Processing emails inbound to the Support team shared mailbox
• Creating/updating various support documentation/knowledge articles
• Investigating and troubleshooting reported issues with the team
• Escalation of issues and risks to Level 2 and Support Manager
• Interfacing with ITSO for AMS requests, logging & troubleshooting issues
• Printer/terminal support
• Creating and updating reports and dashboards within Zendesk & Jira
• Provide out of hours on-call support (overnight and weekends) to VIP customers (rota based)
• On-site support (when required)
• Embracing and promoting Unicard values
• Inventory Management of related tools and stock
Professional and Technical Experience
Essential:
• Service-desk experience
• Technical & Application support experience
• Experience working in an ITIL-based team
• Experience working within strict customer SLAs
• High competency in MS Office applications; Word, Excel, Outlook etc.
• Holds valid driver’s licence and has access to vehicle
Desirable:
• Knowledge of Unicard’s core products and services
• Experience working within software development environments
• Understanding/experience of technical language XML/CSV/JSON/SQL
• Experience with BI tools
• Experience with Jira/Zendesk
• Supplier management
• Business to Business customer service experience.
Personal Skills
• Great communicator at all levels, both written and verbal
• Approachable and able to work collaboratively within the team and with other areas of the Business
• Energetic and self-motivated – eager to learn and progress
• Pro-active and focused to work efficiently and effectively
• Highly adaptable within a fast-paced changing environment
• Analytically and technically minded with a high degree of accuracy
• Able to work optimally in a challenging environment, with a high degree of self-discipline
• Punctual, dependable and reliable – ability to manage your own time and resources
• Able to listen and understand customers’ issues
• Able to identify and manage risk
• Managing a wide variety of tasks or responsibilities. Balancing long-term and short-term projects. Completing multiple things at once. Handling a high-volume workload.
What we offer
• Competitive remuneration package
• Company funded Healthcare plan
• Life Assurance
• Company pension
• Hybrid working (minimum 3 days office attendance)
• 2 days per annum paid volunteer days
• Modern working environment and friendly atmosphere
• Knowledge sharing (working with experienced professionals)
• Autonomy and trust in decision making
• Office in a central location
• Regular team building and office events
• Career development
• Charitable organisation
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.