Job Title: Senior Application Support Engineer

Location: Cardiff

Hybrid / Flexible Working

Salary: Up to £35,000 depending on experience plus a potential bonus up to £7,000

Stability, flexibility and the opportunity to work on greenfield projects within one of Europe’s leading financial experts, sound interesting to you?

LDMS - About Us

Founded in 2018, LDMS is part of the LC Financial Holdings group, a 3 pillar organisation that has over 950 employees across Europe. Together, we have an impressive track record of providing world class credit expertise that spans over 20 years.

We are a Fintech company focused on digital lending software, a market growing around 18% per year and set to be worth $27 billion by 2028. Given our expertise within the company and across the group we aim to be the leader in the space, and in order to do that we need a team of people who can not just write quality code but can think, create and challenge others to come up with the best solutions for our customers. We are an ambitious team with a pretty big ‘to do list’ including improving existing products, building new ones and delivering to new markets.

The Role

As a Senior Application Support Engineer you will be part of the Engineering team at LDMS assisting multi-disciplined teams to deliver and support world class financial software for LDMS partners and clients, mentoring less experienced colleagues and helping to embed best practice across the team. Reporting directly to the Lead Engineer you’ll be expected to gain a sound understanding of our business, the systems we use and the products that we supply. You’ll be focused on supporting our customers by responding to service tickets, understanding customer needs and issues.

Possessing a logical mindset, strong analytical and investigative skills, clear communication skills and an in-depth knowledge of our products, you will be required to provide a senior 2nd/3rd line support capability, taking ownership of complex issue investigation through to resolution.

You will be required to take a proactive approach to work, being responsible for helping to lead and support our Service Delivery team to provide support for our customers.

Key Responsibilities:

• To be the first point of contact within the Engineering function for the Service Delivery team
• Owning the triage and root-cause analysis of complex or escalated issues, validating incident details and information provided by junior team members
• Responding to second line support requests from our Service Desk
• Utilising the issue management system to track all user interactions and issue resolutions
• Identifying and escalating situations requiring urgent attention, redirecting problems to appropriate resource when necessary
• Working within a fast-paced agile development team
• Mentoring and coaching junior Application Support Engineers, sharing knowledge and best practice
• Documenting issues, root causes and resolutions in the team knowledge base
• Writing and maintaining scripts to automate repetitive support tasks and issue resolution
• Championing and embedding best practice across the support function

Requirements

Whilst we see great value in bringing people in with specific skills, we also realise that sometimes your background may not perfectly overlap with what's listed below.

At LDMS we look at aptitude and attitude as well as your current technical skills and experience. If you don't consider yourself as ticking all of the technical requirements but you have a passion for tech and think you'd be a perfect fit for us please get in touch.

The basic skills required for this role are:

• Minimum of 3 years’ experience in an application support or software support role
• Working knowledge of Web/PC environments
• Working knowledge of issue management systems (we use Jira)
• Working knowledge of version management tools (we use Bitbucket)
• Must understand SQL (any flavour), including:
• Select, Insert, Update, Delete statements
• Understanding and executing system procedures
• Construction of ad hoc queries using SQL
• Fixing data issues by writing SQL statements
• Writing and optimising complex, multi-table SQL queries
• Debugging and troubleshooting PL/SQL functions and stored procedures
• Interrogating database functions and procedures to identify root cause

• Experience with a scripting language, (our preference is Powershell), used to automate common support tasks and fixes
• Proven experience investigating, diagnosing and resolving complex technical issues
• Experience mentoring or coaching less experienced colleagues, with strong written documentation skills

What’s important to us?

It’s safe to say our passion is tech, but we recognise that the people we hire and bring together are at the heart of the organisation. Over the years, we have acquired and recruited a pretty eclectic bunch with hobbies ranging from gaming to ultra marathon running, snowboarding to chess and hiking and climbing; However, what we do have in common are our values:

• Teamwork
• Merit
• Develop
• Honest
• Impactful
• Integrity

They may look like corporate jargon, but they mean something to us. If you can relate to the above, get in touch, as there’s a good chance that you’d be a great addition to the team.

Benefits

• Discretionary bonus*
• 25 days annual leave (plus bank holidays)
• Opportunity to purchase additional annual leave
• 1 day birthday leave
• 1 day charity leave
• Private health insurance
• Employee Assistance Programme (EAP)
• Season ticket loan for transport
• Eye care
• Pension (3% / 5% contribution)
• Salary sacrifice schemes (cycle to work and electric vehicle)
• Monthly socials
• Charity events

*The discretionary bonus will be pro-rata'd during your first year with the Company.