Application Support Analyst, 2nd Line

Responsibilities

• 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
• Desirable experience: 3rd line support exposure, Jira or Confluence experience, experience supporting external customers remotely, knowledge of social care or education systems