2nd/3rd Line Application Support Specialist

System C; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

System C in the United Kingdom is seeking an Application Support Analyst to join our team supporting local authorities using Liquidlogic's education, social services and case management solutions.

You will troubleshoot incidents, provide 2nd and 3rd line support, investigate root causes with SQL Server tools, and collaborate with Product, Development and third parties to deliver timely, high quality service.

Qualifications

• 2nd line support experience for business software applications
• Experience resolving incidents via Jira
• Experience with SQL Server and written SQL/T-SQL queries
• Experience working with Microsoft Windows Server environments
• Ability to prioritise workload and manage multiple tasks
• Strong ownership mindset and time management
• Excellent written and verbal communication skills
• Experience of 3rd line software support
• Data warehouse or BI experience
• Customer support experience using remote tools

Responsibilities

• Provide 2nd and 3rd line application support for customers.
• Investigate, analyse and resolve incidents raised through Jira.
• Use SQL Server, application logs and diagnostic tools to identify root causes and resolve technical issues.
• Troubleshoot data, configuration and application-related problems.
• Replicate issues in test environments and collaborate with Development teams to identify and resolve software defects.
• Work closely with Product, Development and Problem Management teams, as well as third-party suppliers when required.
• Build strong customer relationships through regular communication and proactive support.
• Take ownership of allocated customer accounts and ensure incidents are resolved within agreed service levels.
• Support both hosted and on-premise customer environments.

Skills

SQL Server

2nd/3rd line support

Jira

Confluence

Windows Server

Analytical thinking

Ownership & time management

Communication skills

Remote support tools

Tools

Jira

Confluence

Job description

System C in the United Kingdom is seeking an Application Support Analyst to join our team supporting local authorities using Liquidlogic's education, social services and case management solutions.

You will troubleshoot incidents, provide 2nd and 3rd line support, investigate root causes with SQL Server tools, and collaborate with Product, Development and third parties to deliver timely, high quality service.