Application Support Analyst - 2nd Line

Description

Join a collaborative team supporting technology that makes a real difference in local communities.

We are looking for an Application Support Analyst to help deliver high-quality support for market-leading education and social care software used by local authorities. This is a hands‑on, customer‑facing role where you will solve complex technical issues and build strong relationships with clients.

• Deliver 2nd and 3rd line application support within a structured support team
• Investigate and resolve incidents using Jira and other diagnostic tools
• Analyse logs, SQL data, and system behaviour to identify root causes
• Collaborate with development, product, and third‑party teams to resolve issues
• Replicate defects and support bug identification and resolution
  
  Communicate clearly with customers, providing regular updates
• Take ownership of customer issues and ensure delivery within agreed SLAs
• Support both hosted and on‑premise environments

• Strong analytical and problem‑solving skills
• Experience with SQL Server and writing SQL or T‑SQL queries
• Background in 2nd line application or software support
• Knowledge of Microsoft Windows Server environments
• Ability to manage and prioritise workloads effectively
• Strong communication skills, written and verbal
• A collaborative mindset, with the confidence to work independently

• 3rd line support exposure
• Jira or Confluence experience
  
  Experience supporting external customers remotely
• Knowledge of social care or education systems

You will be part of a supportive, inclusive team that values ownership, collaboration, and continuous learning. The environment is fast‑paced and evolving, offering opportunities to grow your technical expertise while making a meaningful impact.

If you enjoy solving problems, working closely with customers, and taking pride in delivering high-quality outcomes, we would love to hear from you.