L2/L3 Support Engineer| Document Publishing| Stevenage, UK

Candidates who have previously held Security Check (SC) Clearance or are eligible to obtain SC Clearance will be preferred.

Should be based within reasonable commuting distance of Stevenage, United Kingdom, or be willing to travel regularly to the Stevenage office/customer site as required.

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 fulfilment.

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.

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 analyse 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.

Aerospace, defence, manufacturing or regulated-industry experience is desirable.

High analytical skills

A high degree of initiative, flexibility and adaptability

High customer orientation

Good team engaging skills

Quality awareness

Good verbal and written communication skills

Transparency and Integrity