Application Support Engineer

Job Title: Application Support Engineer

Location: Cardiff

Salary: £27-29,000 depending on experience + up to 20% discretionary bonus + benefits

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 an Application Support Engineer, you will be part of the Professional Services team at LDMS assisting multi-disciplined teams to deliver and support world class financial software for LDMS partners and clients. 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, clear communication skills and an in-depth knowledge of our products you will be required to provide a 2nd line support capability to assist in service desk issue resolution. 

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

What will you be doing?

• To be the first point of contact for our customers to get their issue resolved. Escalating to the engineering teams as/where required. 
• Triage of issues to determine the validity of the information provided/incident details 
• Responding to second line support requests from within the team. 
• 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. 
• Understanding the root cause of an issue, in conjunction with working on its resolution. 
• Working within a fast-paced agile development team