Technical Application Support Engineer UK&I (2nd line) - job 1 of 2

As a Technical Application Support Engineer UK&I at Experian, your primary responsibilities include providing advanced support and consultancy for clients and internal teams, investigating complex production issues, delivering tested resolutions, and ensuring systems are available and performing to requirements. You'll be communicating regularly with partners about the status of investigations, recommending improvements, and identifying and escalating issues whenever necessary. This role demands a proactive approach to enhance customer satisfaction and prevent incidents from arising.

To apply for the Technical Application Support Engineer UK&I position at Experian, you will need at least 3 years of experience in application or customer support. Fluency in English is essential, along with excellent communication skills for writing reports and presenting technical work. A good understanding of ITIL terminology is needed, plus experience with cloud technology, particularly AWS, as well as supporting Kubernetes-based applications. Familiarity with Linux and Windows server configurations, SQL, and Apache Tomcat is also important for the role.

Candidates for the Technical Application Support Engineer UK&I role at Experian should possess experience with cloud technologies, particularly AWS, alongside skills in monitoring, configuring, and troubleshooting both Windows Server and Red Hat Linux environments. A working knowledge of SQL and software configuration is essential, as is familiarity with observability tools such as Dynatrace and Splunk. Knowledge of Apache Tomcat and IIS will also be beneficial in effectively supporting technical operations.

Experian is deeply committed to the professional growth of its employees. As a Technical Application Support Engineer UK&I, you will have access to unlimited online educational training courses, learning materials, and career pathway programs aimed at enhancing your skills. The supportive work environment encourages continuous development, allowing you to thrive and develop your career in exciting new directions within the company.

Experian values work-life balance highly for its Technical Application Support Engineers UK&I, offering 25 days of paid vacation, an additional day off for your birthday, and extra paid days for participating in social responsibility events. With the option for flexible working hours and the possibility of remote working, you can effectively manage personal commitments and ensure a healthy work-life blend, making it a fantastic place to work.

In responding to this question, be sure to highlight your relevant experience in application support. Discuss specific instances where you resolved complex issues, focusing on your thought process and the tools you used. Relate these experiences directly to the expectations outlined in the Technical Application Support Engineer UK&I job description, emphasizing your problem-solving skills, technical expertise, and communication abilities.

Share your understanding of ITIL principles, emphasizing the importance of categorizing and prioritizing incidents based on urgency and impact. Walk through a specific incident you've managed, detailing your systematic approach, from identification to resolution, and how it aligns with ITIL best practices, including communication with stakeholders throughout the process.

Be ready to discuss any specific tools you've used, such as Dynatrace or Splunk. Explain how you've applied these tools in your previous roles, any challenges you faced, and how you overcame them. This showcases not just your technical capability but also your proactive nature in seeking solutions to monitoring and troubleshooting.

In your answer, focus on your analytical skills and creativity in problem-solving. Describe the issue, the steps you took to investigate and reproduce it, the collaboration involved, and ultimately how you identified the root cause and delivered a resolution. This illustrates your ability to manage pressure and think critically under challenging circumstances.

Highlight qualities such as strong communication and analytical skills, attention to detail, and a proactive mindset as essential for a Technical Application Support Engineer. Discuss how these qualities will help you in identifying root causes, liaising effectively with clients and teams, and ultimately enhancing customer satisfaction.

Explain your method for assessing the urgency and impact of each incident. Factors might include the number of users affected, the criticality of the service, and any business implications. Discuss how effective prioritization leads to improved customer satisfaction and efficient use of your time, ensuring that you can address the most pressing issues first.

Discuss your experience with AWS, mentioning specific services you've utilized, such as EC2, S3, or RDS. Share instances where you deployed applications in the cloud and how you optimized their performance. Your response should convey a clear understanding of cloud technology and its impact on application support.

Mention any subscriptions to tech publications, active participation in forums, or coursework that you undertake to stay abreast of industry developments. Highlighting your commitment to continuous learning will demonstrate to the interviewer that you are proactive and passionate about your work.

Discuss strategies you implement, such as regular follow-ups, clear communication, and proactive problem resolution methods. Highlight examples from your experience where your efforts directly led to improved customer feedback and satisfaction rates.

In answering this question, articulate your long-term career vision, and explain how the Technical Application Support Engineer UK&I role will help you achieve those goals. Emphasize your enthusiasm for growth and development within a company that values its employees' contributions.