What are the responsibilities and job description for the Application Support Engineer position at ReceptionHQ?
Company Description
Reception HQ is a global success story — you may have already spoken to one of our receptionists without realising it! We handle calls on behalf of hundreds of thousands of businesses, providing that all-important human connection for customers.
Our services include telephone answering, messaging, and appointment scheduling — all built and delivered on a cloud-based platform that serves clients around the world. We give businesses the professional image of a true receptionist experience, eliminating answering machines and unreliable voicemail.
This role is a vital cog in the ReceptionHQ model — ensuring our systems, technology, and people are supported to deliver exceptional service every time.
Role Description
We’re seeking a proactive and detail-oriented IT Application Support Specialist with a foundational background in software development to join our team.
In this role, you won’t just manage hardware; you’ll bridge the gap between IT operations and software engineering. You’ll take ownership of ReceptionHQ’s IT environment while providing Level 2 technical support for our proprietary platforms built on .NET and React. This is a hands-on role where you’ll have the autonomy to shape how IT support and minor system enhancements are delivered at ReceptionHQ.
Key Responsibilities
IT Support & Systems Management
- Own and manage incoming IT support requests, ranging from internal hardware issues to platform-specific bugs.
- Assist the engineering team by diagnosing front-end issues in React and investigating back-end service errors in .NET.
- Perform minor bug fixes, configuration updates, and script maintenance within the codebase to streamline internal operations.
- Manage user access and permissions across cloud environments, including Azure/AWS and Microsoft 365.
Incident & Problem Management
- Triage and categorise incidents using Jira, specifically identifying whether issues originate in the infrastructure or the application code.
- Collaborate with developers to conduct root cause analysis (RCA) by reviewing application logs and code repositories.
Process, Planning & Continuous Improvement
- Participate in Agile ceremonies (Sprint Planning, Stand-ups) to align IT infrastructure tasks with the Product roadmap.
- Identify opportunities to automate manual IT tasks using scripting or small-scale web tools.
Key Skills & Qualifications
We’re looking for someone who thrives on solving problems and improving systems — someone who’s not afraid to take ownership and make things better.
Essential Skills:
- 2 years of experience in IT support, systems administration, or a junior developer role.
- Front-end Basics: Proficiency in React to troubleshoot UI/UX issues.
- Back-end Basics: Familiarity with the .NET ecosystem (C#) for navigating and understanding server-side logic.
- Computer science background or other technical/quantitative orientation.
- Troubleshooting: Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams. Tools expertise including .net, React, AWS, SQL Server
- Tools: Hands-on experience with Microsoft 365, Google Workspace, and Jira.
- Communication: Excellent verbal and written communication skills, with ability to translate complex technical code issues into plain language for stakeholders.
- Experience with Git/GitHub for version control.
- Understanding SQL for querying databases during troubleshooting.
- Basic knowledge of CI/CD pipelines (github actions) and cloud hosting (Azure/AWS).
Personal Attributes
- Proactive, self-motivated, and solutions-focused.
- Calm under pressure with a “find a way” mindset.
- Able to work both independently and collaboratively.
- Adaptable to a fast-paced and evolving environment.
- Passionate about technology and helping others succeed.
Why Join ReceptionHQ
At ReceptionHQ, you’ll be part of a supportive global business that values innovation, collaboration, and people who make things better. You’ll have the freedom to shape how IT support operates and be part of a team passionate about delivering technology that enables great customer experiences