K&K Talents
Technical Support Engineer- Document Publishing COTS applications
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K&K Talents Recruitment Notice
K&K Talents is an international recruiting agency that has been providing technical resources in the European region since 1993. This position is with one of our clients in the United Kingdom who is actively hiring candidates to expand their teams.
Role: L2/L3 Support Engineer, Document Publishing COTS Applications
Employment type: Full Time Permanent
Location: Stevenage, UK
Mode: Onsite
Key Responsibilities
- Provide L2/L3 AMS support across multiple COTS and enterprise applications, ensuring service continuity, SLA adherence, and high-quality resolution outcomes.
- Triage, diagnose, and resolve incidents; provide workarounds where permanent fixes require change, and maintain clear communication with users and stakeholders throughout the ticket lifecycle.
- Perform root cause analysis for recurring/major incidents, document findings, maintain known error records, and implement preventive actions through problem management.
- Support service requests covering access, configuration, data updates, application housekeeping, and catalogue-driven fulfillment.
- Coordinate change and release activities including impact assessment, RFC creation, CAB support, deployment validation, back-out planning, and post-implementation checks.
- Maintain operational documentation including SOPs, runbooks, knowledge articles, support models, configuration records, and handover artefacts.
- Work closely with product vendors, third-party suppliers, Service Desk, infrastructure, security, and business teams to manage dependencies and restoration paths.
- Support monitoring, health checks, certificate/service account tracking, vulnerability remediation, patching coordination, and license/renewal reporting where applicable.
- Contribute to service improvement through trend analysis, automation opportunities, backlog reduction, knowledge reuse, and operational reporting.
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Required Skills/Experience
- Application Management Services (AMS) experience in a managed services or enterprise support environment.
- Understanding of ITIL-aligned incident, problem, change, release, service request, configuration, and knowledge management processes.
- Relevant IT experience, including hands-on AMS/application support for enterprise applications.
- Experience supporting multiple COTS/business applications; exposure to multiple tools such as Boeing Spectrum Publisher Inmedius, RWS XPP, TrilogiView, TrilogiBuild, MediaWiki, or similar, is preferred.
- XSLT and XML technology knowledge is preferred.
- Document publishing workflow knowledge and Aerospace documentation experience are good to have.
- Strong troubleshooting skills across application, interface, data, access, configuration, and environment issues.
- Working knowledge of ITSM/ticketing tools, CMDB practices, SLA/KPI reporting, dashboarding, and operational governance.
- Ability to analyze logs, coordinate with infrastructure/database/security teams, and manage dependencies with product vendors.
- Good understanding of patching, vulnerability remediation, application maintenance, certificate tracking, and service account governance.
- Basic SQL/database understanding and awareness of integrations, APIs, job scheduling, file transfers, and application interfaces.
- Experience working with onsite, offshore, and third-party teams in a structured support model.
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Note: Applicants for employment in the United Kingdom should possess work authorization which does not require sponsorship by the employer for a visa.
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