Applications Support Associate; 1st line support

Applications Support Associate (1st line support)

At Stonebridge Mortgage Solutions, we’re expanding our IT Services function and are looking for an Application Support Associate (1st line support)who is passionate about delivering high‑quality support, building strong relationships, and helping users get the most from our platforms and systems.

Stonebridge Mortgage Solutions is one of the UK’s leading mortgage and protection networks, supporting over 1,400 advisers and more than 700 partner firms nationwide. We deliver exceptional service, secure technology, and operational support that empower our advisers and appointed representatives to thrive.

We believe great work deserves great rewards. Our successful candidate willenjoy:

• Great company culture built on openness, collaboration, and support
• Base salary plus the opportunity to earn an additional annual
  performance‑related bonus (non‑contractual)
• 22 days annual leave plus your birthday off, and up to 3 additional days for length of service
• Company pension with optional matched contributions up to 1.5%
• Hybrid working with flexibility to work from home
• Free breakfast, lunch, snacks, and drinks when working in the office
• 2 volunteering days and 1 team volunteering day each year
• 2 half‑days of paid ‘me time’ to support mental and physical wellbeing
• Employee engagement activities, recognition schemes, and retail discounts
• Salary sacrifice schemes (home tech, cycle to work, pension)
• Gym subsidy
  , company sick pay, and EAP support
• Option to buy up to 5 extra days’ holiday
• £500 employee referral scheme
• Death in service cover and critical illness insurance

As our Application Support Associate
you'll be the first point of contact for our Appointed Representatives (Mortgage Brokers), providing support for the business‑critical software applications, digital platforms, and systems they use every day.

This is not a traditional IT Service Desk role focused on hardware, desktops, networking, or general IT support
. Instead, you'll specialise in supporting users of our adviser platforms, investigating application issues, diagnosing system behaviour, and helping users get maximum value from our technology solutions.

This is an excellent opportunity for a graduate, apprentice, or someone looking to begin a career in software and application support
. We are committed to developing talent internally and will provide training, coaching and mentoring to help you build your technical troubleshooting, application support, customer service and problem‑solving skills.

You’ll join a supportive team where you'll gain hands‑on experience with business‑critical applications, work closely with software specialists and business stakeholders, and develop expertise in systems that directly support mortgage advisers and partner firms.

Working in a fast‑paced, ITIL‑aligned environment, you'll help ensure our partners receive exceptional support while developing the skills required for a successful career in application support, business systems, product support or technology operations.

As you develop in the role, you'll learn how to provide excellent support to our Appointed Representatives and become a trusted expert in our platforms and systems. With training, mentoring and support from the team, you'll:

• Provide support to users via phone, webchat, email and ticketing systems.
• Help users navigate our applications and get the most from the tools available to them.
• Investigate issues, identify root causes and work towards effective solutions.
• Troubleshoot application, access and system‑related queries, escalating when appropriate.
• Manage and prioritise support requests to ensure a high level of customer…