Location: Crawley
Category: IT
Business area: IT
Position: Full Time

If you are interested in applying for the position, please send your latest CV and a covering letter detailing how your skills and experience are relevant to the position to recruitment@wrbm.com 

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Application Support Engineer Posted 13.02.2017

Role overview

This is a great opportunity to work in a Business Media organisation that has been leading their industry for the past 150 years. We are looking for an Enterprise Applications Support Engineer who is able to support and implement applications that run primarily using Windows Server, IIS, PHP, SQL Server and MySQL environments.

Your portfolio is a mix of on-premise, hosted, and SaaS systems and demonstrating experiencing supporting all of these models is essential.  Experience with CRM, Email marketing, ERP and Media Production systems is highly desirable. 

Your primary role will be to work within the Support IT team providing support, documenting and providing best practice guidance to our end users. This will require liaising with the Projects and Development teams, internal customers and external suppliers and is cross-over role with responsibilities for Business and Infrastructure applications. 

Therefore a broad knowledge of technology and methodology is useful to be able to communicate specific technical problems with specialists who are there to support you. Excellent verbal and written communication skills are required.

Core responsibilities

  • Under the direction of the Product Support Manager, implement and enforce release/change management procedures across all WRBM enterprise applications and ensure that these are communicated and resolved to the satisfaction of the business.
  • Working alongside product support engineers and product admins to drive positive customer experiences and satisfaction results
  • Investigate, document, prioritise and escalate issues to the relevant teams as appropriate, while debugging and resolving issues that do not need further escalation.
  • Owning and completing complex technical tasks within the Enterprise Application portfolio
  • Performing reviews of Hosted and non-hosted Services performance and pro-actively making recommendations on how to improve efficiency or lower financial expenditure
  • Maintain and deliver training material for key corporate systems.
  • Documenting technical solutions to assist the rest of the support team.

Required experience and skills

  • Demonstrate experience as a Senior Support Engineer responsible for Enterprise Applications
  • Show the ability to work in a fast paced, mission critical environment which may at times be stressful
  • Previous experience supporting SaaS Sales systems and CRM’s
  • An understanding of the Microsoft Windows Server Operating System, Microsoft AD, and IIS would be beneficial.
  • Have a good practical understanding of email marketing technicalities (deliverability, segmentation, automation). 
  • Have a basic understanding of SQL (to running stored procedures, writing JOIN statements).
  • Have a good understanding of Networking principles and concepts. 
  • Have an understanding of the ITIL Service Management framework principles
  • Have a flexible approach to working hours. Working outside of normal business hours may be required at times
  • Possess excellent time management, prioritisation skills and be able to self-log your time.
  • Be willing to travel to other company sites, primarily in the South of France.
  • The working hours of this role are 8am-4pm and 10am-6pm, on a bi-weekly basis.

As a candidate, you will need to come across as highly professional and be comfortable communicating with customers at all levels of seniority.

Company benefits include

  • Competitive salary
  • 25 days Holiday (plus Bank Holidays)
  • Contributory pension
  • Life Assurance
  • Group Income Protection Scheme


William Reed has been providing market leading business information for over 150 years. From our origins in grocery, we have expanded across food and drink and into new sectors, including pharmaceuticals and cosmetics.

Fulfilling our role in the 21st century has meant harnessing digital channels to deliver insightful journalism and high-value data to businesses the world over. Guided by our Mission & Values, our Group’s activities now include category defining digital and print media, innovative business events and conferences, prestigious awards and informative conferences. We offer compelling research and powerful insights to our customers as well as providing recruitment and e-learning solutions within our core markets. 

We have offices in Gatwick and London, UK; Montpellier, France; and Chicago, US.

We provide a supportive work environment and are committed to maintaining a healthy work/life balance for all of our employees

Working for William Reed means that you will be joining a stable organisation that is committed to developing its employees and brands.