Application Support Engineer - Catering

Description

• Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
• Attend and complete all mandatory training courses.
• Engage and own the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.
• Be the subject matter expert and represent your technical domain in meetings and forums.

Key Responsibilities

• Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
• Attend and complete all mandatory training courses.
• Engage and own the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.

Be the subject matter expert and represent your technical domain in meetings and forums.

Skills, Knowledge and Expertise

Exp: 5+ Yrs

• Experience working in an IT service delivery or support function OR
• MBA or Degree in Information Technology or Information Security.
• Experience working with Microsoft technologies.
• Excellent communication skills developed working in a service centric organization.
• Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
• Ability to manage and prioritize own workload.
• Experience leading technical or process-based forums and meetings such as the Change Advisory Board.
• Experience working within Education Technology would be an advantage.

Technical knowledge

• Advanced Microsoft Active Directory configuration and support.
• Microsoft Azure and AWS cloud hosting platform administration.
• Microsoft SQL server experience.
• Windows Server and desktop management and configuration.
• Microsoft IIS web services administration and configuration.
• SQL backups experience.
• Advanced scripting and automation capabilities.
• Advanced knowledge of IOT and device management systems.
• Good knowledge of Azure analytics and KQL.
• Advanced knowledge of cashless catering solutions.

About ParentPay Group

At ParentPay Group, we believe that when schools run well, students thrive. That’s why we’ve spent decades building the operating system that supports well‑run schools – a seamless layer of tools, insights, and support that makes school life simpler for teachers, leaders, caterers, parents, and students alike.

From cashless payments and parent engagement to catering management, library systems, and MIS platforms, we connect the everyday parts of education through simple, secure, and connected tools. What began as a way to make school payments easier has grown into Europe’s leading EdTech group – trusted by over 20,000 schools and 9 million users across the UK and Europe.

Every day, our platforms process millions of payments, messages, and data points, quietly working in the background so schools can shine out front. Together, we’re helping schools save time, cut costs, and create more time for learning.

ParentPay Group is more than a collection of brands. We are a group of people dedicated to supporting well‑run schools and giving time back to teachers, parents, caterers, admin staff – and most importantly, to students.