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Application Support Engineer

Logging all relevant incident/service request details, allocating categorization and prioritization codes
Providing first-line investigation and diagnosis
Resolving those incidents/service requests they are able
Escalating incidents/service requests that they cannot resolve within agreed timescales
Following up till the closure of the incident with second and third line support
Keeping users informed of progress
Closing all resolved incidents, requests and other calls
Conducting customer/user satisfaction call-backs/surveys as agreed
Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc

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