2nd Line Application Support Analyst

Ignite Digital; Reading; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A dynamic IT firm in Reading seeks a proactive 2nd Line Application Support Analyst to enhance its technology team. The role involves delivering high-level IT and Application Support while collaborating with IT partners for effective troubleshooting. Applicants should bring experience in ITIL frameworks, enthusiasm for problem-solving, and strong technical skills including scripting and API management. The position offers flexible hybrid working arrangements, requiring a minimum of one day in the office per month.

Benefits

Flexible working arrangements

Qualifications

• Experience working within an ITIL framework.
• Ability to understand and extract key information for effective incident diagnosis.
• Enthusiastic about investigating and resolving problems.
• Quick grasp of new concepts.
• Strong time management skills.
• Ability to work remotely with minimal supervision.
• Positive approach and strong team ethic.
• Multi-tasking capability and adaptability.
• Ability to work under pressure while meeting KPIs.

Responsibilities

• Deliver 2nd line IT and Application Support.
• Investigate and resolve service requests through JIRA.
• Install, configure, and administer application services.
• Perform daily health checks of applications and infrastructure.
• Collaborate with stakeholders to troubleshoot issues.
• Document support processes and guides using Confluence.
• Identify process improvement opportunities.
• Assess all current tools and platforms.
• Support the implementation of new tools.
• Automate manual operational tasks using scripting.

Skills

Experience working within an ITIL framework

Ability to understand and extract key information

Problem-solving enthusiasm

Logical and solutions-driven mindset

Excellent time management skills

Ability to work remotely with minimal supervision

Positive and enthusiastic approach

Multi-tasking capability

Ability to work under pressure

Tools

API Management

Powershell

SQL

DevOps

Git

Power BI

Job description

About the job 2nd Line Application Support Analyst

2nd Line Application Support Analyst

Flexible hybrid working 1 day per month in office minimum

An experienced Application Support Analyst is required to join a dynamic IT Team at the Forefront of consumer satisfaction and new digital challenger within financial services.

Are you ready to be an integral part of an innovative IT team?

We are looking for a proactive Application Support Analyst to enhance our clients tight-knit technology team.

The role.

As a Application Support Analyst, you will deliver 2nd line IT and Application Support alongside being involved in on-going project work.

Day to day, you can expect to:

· Investigate, monitor, triage and resolve service requests and incidents through the JIRA service desk system.

· Install, configure, and administer application services.

· Perform daily health checks of applications, scripts, and infrastructure.

· Set up and configure applications as required within different environments.

· Collaborate with IT solution partners, business stakeholders, and fellow IT team members to investigate and troubleshoot application and infrastructure issues that affect both external and internal users.

· Document application support processes and support guides using Confluence.

· Identify opportunities for process improvement.

· Assess all current tools and platforms are fit for purpose and remain best in class.

· Offer support for the implementation of new tools and technologies through research, prototyping and proof of concept activities.

· Assess the impact of any business or technical change. Deliver any change effectively to Support team to ensure readiness.

· Contribute to automating manual operational tasks using scripting and automation tools.

· Deliver in depth analytic support to senior engineering team.

About you:

In an environment where adaptability is key, and your agility will set you apart from the competition, we are looking for an Application Support Engineer with these skills and experiences.

• Experience working within an ITIL framework.
• Ability to understand and extract key information for effective incident diagnosis and resolution.
• Enthusiastic about investigating and resolving problems with a passion for understanding the why and the how.
• Quick and efficient grasp of new concepts.
• A strong logical and solutions driven mindset with excellent time management skills.
• Ability to work remotely with minimal supervision.
• Positive and enthusiastic approach with a strong team ethic.
• Multi-tasking capability, flexibility, and adaptability to deal with interruptions and change.
• Ability to work under pressure while meeting and exceeding contractual SLAs, KPIs, and customer satisfaction.

Technical skills to include some or all of the following:

• API Management
• Powershell or other scripting / programming languae
• SQL
• DevOps
• Git
• Power BI

In return you will have the opportunity to make a real difference and be part of a culture that is driven to make life better. Comprehensive benefits include:

• Flexible working - ideally hybrid working with 1 day a month in the office as a minimum or more if you prefer