Ascent
2nd Line Application Support Specialist
Customer Support - BG; PT; MT, Portugal - Full Time
**This position is only available for residents in Portugal, Bulgaria and Malta.
About us
Ascent is a design-led software, data, and cloud business that specializes in advanced analytics and AI. We are an engineering business. We design, build, and manage cloud-native products, solutions, platforms & experiences on Azure.
Our pan-European community of engineers, architects, data scientists, and digital consultants helps customers take on challenges and opportunities, so they can do something new, or do existing things better.
From global insurance, pharma, healthcare, and retail to smart home devices, space exploration, and cricket - we get to work with some of the sharpest minds in the brightest businesses.
At Ascent, we also believe in fostering a vibrant office community where collaboration thrives and connections flourish. With our hybrid approach, we prioritize hiring individuals who reside in close proximity to our offices. Our aim is to cultivate a positive atmosphere and sense of belonging by facilitating easy access to the office. However, we welcome applicants from all other areas in the indicated countries, as we value diversity and recognize the unique perspectives each individual brings to our team. Join us in shaping a workplace where proximity enhances collaboration while inclusivity strengthens our community.
The Opportunity
As a 2nd Line Support Specialist, you will play a pivotal role in providing top-tier technical support to our esteemed clients. This is an exciting opportunity to expand your skill set and contribute to a company’s success.
Your Responsibilities
- Effectively address both Incidents & Service Requests following established IT Service Management processes.
- Accurately document actions and investigations while managing time and effort efficiently.
- Serve as an Application Champion for assigned software solutions.
- Maintain Knowledge Base, Support systems, and associated documentation to enhance operational efficiency.
- Deliver clear and timely communication to all stakeholders throughout the incident lifecycle.
- Take ownership of Incident/Problem Management and escalate issues as needed to drive resolution.
Skills and Experience
- Proven experience in a software application support role.
- Demonstrated dedication, organization, and strong situational judgment.
- Proficient in investigation techniques and capable of working independently or collaboratively.
- Ability to understand user needs and think strategically about product vision.
- Excellent communication skills, both verbal and written.
- Familiarity with SQL, particularly PL-SQL, including query editing, Stored Procedure review, and SQL Profiler usage.
- Knowledge of the ITIL framework or other IT Service Management methodologies will be considered as an asset.
Capabilities and Strengths
- A lifelong learner with a natural inclination for problem-solving.
- A positive and upbeat team player who loves what they do.
- Capable of making tough decisions in a collaborative manner with team support.
- Comfortable working with minimal supervision and adept at managing technical challenges.
- Experience in remote team environments with a focus on fostering team cohesion.
Working at Ascent
At Ascent we promote a healthy work-life balance by offering flexibility in where you work. We also promote well-being and provide access to Well Being Coaches.
Your development and learning will be taken seriously, and we'll support your professional development with training and certification, with regular feedback and review. It is a fun, supportive and modern workplace where we really live by our company values of Empathy, Energy and Audacity! Ascent also offers a variety of benefits in each of our countries.
Ascent is an equal opportunities employer. We take intentional steps to ensure inclusion and belonging are something real here, not just something we talk about. No person will be treated less favourably because of their gender, pregnancy, and maternity status, marital or civil partnership status, sexual orientation, race, nationality, ethnic origin, age, religion or belief, or disability status. If you require any reasonable accommodation, please let us know when you apply.
If you have any questions contact our Talent Acquisition team on ta.admin@ascent.io.
For more details about life at Ascent, check out our Life Page here.
