Application Support Analyst

AIRBUS Defence and Space Limited; Newcastle upon Tyne; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading aerospace company in the UK is seeking a Software Support Analyst to provide technical support to Public Safety customers. You will engage in software used by Emergency Services, ensuring reliability during emergencies. The ideal candidate should have prior experience in customer-facing support, strong IT skills, and database knowledge (MSSQL). The role includes flexible working options and a variety of employee benefits.

Benefits

Competitive salary

Annual profit share

Contributory pension

Flexible working hours

Personalised development plan

Qualifications

• Experience in a similar customer-facing applications support/software support role.
• Strong general IT skills primarily in a Microsoft Windows environment.
• Database experience, primarily in MSSQL.

Responsibilities

• Respond to incidents in accordance with the customer's SLA.
• Progress incidents and ensure incident history is updated.
• Undertake problem identification and resolution.
• Engage with the Software Development Team during fault investigation.
• Conduct product demonstrations and training if required.

Skills

Customer support experience

Strong general IT skills

ITIL / ITSM Awareness

Database experience (MSSQL)

Tools

Microsoft Windows

Microsoft Office

Google Workspace

Jira

Job description

Job Description :

SECURITY CLEARANCE : Must be able to gain UK SC Clearance

LOCATION : Newcastle

TYPE : Full time

HOURS : 37

WHAT'S IN IT FOR YOU

• Financial Reward : Competitive salary, annual profit share, contributory pension, share options, car leasing scheme, free onsite parking, season ticket loan, tax-free technology scheme, discounted shopping and much more
• Work / Life Balance : 37 hour week, flexible working around core hours and Friday afternoons off, hybrid working, up to 2 additional days per month as TOIL, option to buy / sell holiday
• Personal Development : Personalised development plan, Airbus Leadership University and unlimited access to 10,000+ E-learning courses, internal mobility including international opportunities
• Health & Wellbeing : Wellbeing benefits (including 24 / 7 online GP and mental health support), Employee Assistance Programme, discounted family health / dental insurance / eye tests, cycle-to-work scheme
• Family and Caregiving : Life assurance, enhanced pay for maternity, paternity, adoption and shared parental leave and caregiving
• Inclusive Environment : Wellbeing room, Multi-faith room, Employee Representative Groups (Gender, LGBTQ+, International, Generational, Disability, Social & Cultural Diversity, Neurodiversity)

Our world is changing. And so are we. From our commitment to zero-carbon flight ( #ZEROe ) to cleaning up space , sustainability is at the heart of our purpose . So what's your next change?

A vacancy has arisen for a Software Support Analyst to deliver technical support to Public Safety customers.

You will primarily support software used by Emergency Services during and in preparation for emergency incidents. These systems take the form of field-based applications running on ruggedised touch screens, automated resource location (asset tracking) systems, mobile data communications systems, emergency preparation and response systems and operational data management systems.

In addition, there may be an opportunity to be part of a core 24 / 7 operational team covering the Public Safety customer base in the UK.

Reporting directly to the Service Delivery Manager for this business line, you will join the 2nd line Support Team - working on support issues that have already gone through the Customer’s 1st line response - so will be dealing with their technical people.

The issues dealt with are varied and could include : investigating communication failures occurring during emergency responses, connecting to customer environments to identify the source of a build issue, or resolving integration issues that ensure front line Emergency Services personnel have access to the latest data to help them save lives.

HOW YOU WILL CONTRIBUTE TO THE TEAM

• You will respond to incidents in accordance with the customer's Service Level Agreement (SLA).
• Progressing incidents and ensuring incident history is updated via the Incident Management software tool.
• You will undertake problem identification and resolution involving re-creation of the incident, configuration analysis, data investigation or by site visit if required.
• Providing the ability to test the validity of customer calls using their own data.
• Engage with the Software Development Team during fault investigation, development and emergency changes.
• Deploy software releases to customer live and test environments
• Conducting product demonstrations and training remotely / onsite if required.
• Carry out on-site annual review meetings with customers and ensure all actions are followed up within the target timescale.
• Attend exhibitions and support pre-sales initiatives with current or prospective customers as appropriate.

ABOUT YOU

• Experience in a similar customer facing applications support / software support role.
• Strong general IT skills primarily in a Microsoft Windows environment, Microsoft Office, Google Workspace, Jira
• ITIL / ITSM Awareness.
• Database experience (Primarily MSSQL)

Not a 100% match? No worries! Airbus supports your personal growth with customised development solutions.

HOW WE CAN SUPPORT YOU

Many of our staff work flexibly in many different ways, including part-time. Please talk to us at the interview about the flexibility you need and we’ll always do our best to accommodate your request.

Please let us know if you need us to make any adjustments for the selection process - you can share this with your Talent Acquisition Partner if you are invited to interview. Examples may include (but not exclusive to) accessible facilities; auxiliary aids; room layout, etc. Any information disclosed will be treated in the strictest confidence.

As a Disability Confident Employer, Airbus UK will offer an interview to any applicant that considers themselves to have a disability or long-term condition and meets the minimum criteria of the role (as set out in the job advert). To ‘opt in’, just select the option during your application submission and our Talent Acquisition team will contact you.

#LI : MF1

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company :

AIRBUS Defence and Space Limited

Employment Type : Permanent

Experience Level : Professional

Job Family :

Customer Eng. & Technical Support & Services

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail] .

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.