1st and 2nd line Application Support Analyst

I am currently recruiting for a customer-focused Application Support Analyst to join a dynamic application support Team. This role is central to delivering high-quality application support across my clients exciting software suite.

You will play a key role in incident management, application support, release coordination, and customer engagement. Your interactions and insights will directly influence product improvements and ensure that solutions continue to meet evolving client needs.

Key responsibilities of the role:

• Deliver high-quality application support for cloud-hosted software solutions, ensuring incidents and service requests are resolved within agreed SLAs
• Act as a customer advocate, building strong relationships and helping clients maximise value through effective use, configuration, and adoption of platforms
• Manage the full incident lifecycle, including triage, troubleshooting, resolution, and root cause analysis, with clear and proactive communication
• Support release management activities, including deployment coordination, feature validation, and customer readiness
• Collaborate with clients to understand business requirements, identify optimisation opportunities, and guide them in using advanced system capabilities
• Identify opportunities for product enhancements, configuration improvements, and professional services
• Maintain accurate documentation, including support procedures, known issues, and customer-specific configurations
• Share customer feedback and insights internally to support continuous improvement initiatives

Experience required:

• Provide 1st and 2nd line support for web-based applications,.
• Commercial experience with Microsoft SQL Server
• Exposure to Windows Server and Internet Information Services
• Basic understanding of networking and infrastructure concepts
• Proven experience in incident management and root cause analysis
• A proactive mindset and strong problem-solving skills
• Experience of working with SaaS solutions.
• Experience with tools such as Jira Service Desk or Power BI, although not essential would be beneficial for this role.

This an excellent opportunity for a passionate individual that wants to join a great team who operate in an exciting and interesting industry space.