Application Support Analyst

Role Overview

• Provide second-line technical support to internal teams and external clients.
• Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes.
• Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement.
• Manage and prioritise support tickets and incidents using our Jira Service Management tool.
• Create and maintain documentation for support processes and solutions, including creating knowledge base articles in Confluence.
• Prioritise and handle ad-hoc projects alongside your daily responsibilities.
• Support the service desk team with tasks including investigating and testing.
• Create and oversee Change Requests while collaborating with other teams to successfully complete assigned tasks.
• You will be accountable to the Application and Development Support Team Lead.
• Bugs/issues will be escalated to the associated Development Teams and tracked accordingly.
• Assist in resolving ongoing issues reported through our Monitoring and ITSM tool.
• Successfully complete comprehensive in-house training on our products, ensuring the acquisition and mastery of technical knowledge, which are supported and filled through our internal training portal.
• Proficiency in troubleshooting and solution-oriented thinking.
• Experience with ticketing systems and service management processes with excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment while demonstrating meticulous attention to detail and exceptional task prioritisation skills.
• Be willing to participate out of hours for application deployments and maintenance tasks.

Requirements

• Experience or exposure to technical support, whether gained through studies, internships, or previous roles is welcome.
• Required
• Proficiency in SQL and relational databases.
• Highly desired
• extensive knowledge of Networking and Infrastructure fundamentals.
• Highly desired
• experience of **Google Cloud Projects **or other Cloud Computing
• Highly desired
• experience using Web API tools in: Postman, Insomnia, Console etc.
• Would be advantageous
• knowledge of programming languages: C#, .NET, Java, NodeJS, **VueJS **and AngularJS
• Would be advantageous
• knowledge of monitoring tools: Datadog and New Relic.
• Would be advantageous
• knowledge of deployment tools: Argo CD and Octopus.
• Would be advantageous
• knowledge of ITSM and Software Mgmt tools: Jira and Confluence.

Tech Stack

• Angular
• Cloud
• ITSM
• Java
• Node.js
• SQL
• Vue.js
• .NET

Benefits

• 25 days’ holiday + bank holidays – we understand the importance of you getting some down time.
• Annual Wellbeing Day – enjoy an additional day on us to look after your physical and mental wellbeing.
• Pension Scheme – helping you save towards your retirement home in the sun!
• Corporate Medical Cash Plan – claim back the cost of your medical treatments.
• So many savings – through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.
• Employee Assistance Programme – our people are at the heart of everything we do, so if you’re happy, we’re happy.
• Cycle to Work Scheme – save on the cost of biking to work.
• Monthly Employee Awards
• Employee of the Month programme with £250 bonus
• Raising money for charity including a paid Volunteer Day – we’re all about giving back… and having lots of fun in the process!
• Referral scheme – know the perfect person to join the team? You could bag £1,500 for a putting a good word in.
• Wellbeing Programme – giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
• Enhanced Family Friendly Leave – support for you and your family to help you navigate through the craziness of family life. **We Value Diversity!******We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.**We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.****ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.