Technical Application Support Engineer UK&I (2nd line)

As a Technical Application Support Engineer at Experian, your main responsibilities include providing advanced support for clients and internal teams, investigating and troubleshooting complex issues, ensuring optimal system performance, and communicating effectively with stakeholders regarding incident status and resolutions. You will also identify root causes of problems and recommend improvements to enhance customer satisfaction.

To be eligible for the Technical Application Support Engineer position at Experian, you should have at least 3 years of experience in application or customer support, proficiency in cloud technologies such as AWS, and experience with both Windows Server and Red Hat Linux. Strong communication skills in English, along with familiarity with SQL and ITIL terminology, are also essential.

A typical day for a Technical Application Support Engineer at Experian involves monitoring system performance, responding to client queries, investigating any issues that arise, and implementing changes in live environments. You'll collaborate with multiple teams, ensuring clear communication on incident status and working towards quick resolution while maintaining a high level of customer satisfaction.

Experian is dedicated to the personal development of its employees, including Technical Application Support Engineers. You'll have access to various learning and development programs, as well as unlimited online training courses and materials. This investment in your growth ensures you stay at the forefront of the industry and can progress in your career.

As a Technical Application Support Engineer at Experian, you will enjoy a competitive benefits package that includes life insurance, health insurance, food vouchers, a monthly flex allowance, and additional vacation days. The company also promotes a healthy work-life balance with flexible working hours, and you will receive a birthday gift among other perks.

In your response, highlight your hands-on experience with cloud technologies like AWS. Discuss specific projects where you utilized these technologies, the challenges you faced, and how your expertise made a difference in resolving issues. This not only showcases your technical skills but also your problem-solving abilities.

Discuss your approach to prioritization, which should include assessing the impact level of each incident based on client feedback and the urgency of operational needs. Mention that effective prioritization requires clear communication with stakeholders to ensure the most critical issues are addressed promptly.

Prepare a specific example where you diagnosed and resolved a challenging problem. Focus on the steps you took to identify the root cause, the troubleshooting methods used, and how your solution improved system performance or client satisfaction.

Emphasize the importance of clear and effective communication in your role. Explain how you keep stakeholders updated on incident status, collaborate with different teams, and present technical information in an understandable manner to ensure smooth operations.

Discuss strategies for staying updated, such as attending industry conferences, engaging in online forums, participating in webinars, or following key thought leaders in technology. This demonstrates your commitment to continuous learning and adapting to changes in the field.

Outline a structured troubleshooting process that you typically follow, such as gathering data, recreating the problem, examining logs, identifying root causes, and documenting your findings. This shows thoroughness and systematic thinking.

Share examples of tools and methodologies you’ve used for system monitoring and diagnostics. Highlight your experience with both proactive and reactive monitoring, and how this has helped reduce downtime or improve system performance.

Provide examples of how you remain calm under pressure and manage your time effectively. Discuss strategies such as breaking down tasks, prioritizing issues based on their severity, and maintaining clear communication to ensure that team efforts remain coordinated.

Talk about your experience working with different teams such as development, product management, and client services. Illustrate how you’ve managed diverse stakeholders' expectations, and how collaboration has positively influenced project outcomes.

Discuss the importance of careful planning and testing before implementing changes. Highlight your approach to risk assessment, rollback strategies, and ensuring that all stakeholders are aware of the changes to minimize disruption.