Application Support Engineer

Government Recruitment Service; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A UK government department is seeking a dynamic Application Support Engineer to manage the service desk for various applications including the Atlassian Suite and Zendesk. You'll be responsible for ensuring timely issue resolution, collaborating with stakeholders for new solutions, and participating in process efficiency improvements. The role requires strong SaaS application management skills and a solid understanding of technical support in a fast-paced environment. This position offers an opportunity to work within a supportive and innovative team.

Qualifications

• Experience in managing SaaS applications and providing technical support.
• Ability to work in a fast-paced agile environment.
• Strong communication skills for stakeholder engagement.

Responsibilities

• Manage the Application Support service desk to ensure timely issue resolution.
• Identify new solutions based on stakeholder requirements.
• Participate in testing and validation of solution designs.
• Organize training sessions for users and junior staff.

Skills

SaaS applications management

Process improvement

Automation skills

Technical support

Tools

Atlassian Suite

Zendesk

Google Workspace

Intune

Job description

The Department for Business and Trade (DBT) has a clear mission - to grow the economy. Our role is to help businesses invest, grow and export to create jobs and opportunities right across the country. We do this in three ways.

Firstly, we help to build a strong, competitive business environment, where consumers are protected and companies rewarded for treating their employees properly.

Secondly, we open international markets and ensure resilient supply chains. This can be through Free Trade Agreements, trade facilitation and multilateral agreements.

Finally, we work in partnership with businesses every day, providing advance, finance and deal‑making support to those looking to start up, invest, export and grow.

The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support us in this mission. The team have been nominated four times in a row for ‘Best Public Sector Employer’ at the Women in Tech awards and won the award in 2025!

We are looking for a dynamic Application Support Engineer. The service desk will support various applications such as the Atlassian Suite, Zendesk, Google Workspace, Intune and other productivity applications in use across the department. In this role, you’ll not only contribute to the design of the support process of these vital applications, but also ensure their stability, robustness, and resilience to help us keep our digital services running smoothly and efficiently.

About you

As an Application Support Engineer, you will work in a dynamic, agile environment, reporting to the Application Support Lead, and working alongside other application engineers and other roles in DDaT, such as Delivery Managers, Business Analysts, DevOps engineers, Architects and Testers. You will be responsible for managing the 1st and 2nd line technical support for various SaaS Applications across the department.

You’ll look for opportunities to improve process efficiency, identify new available features, make use of automations where possible and work with various teams when onboarding new applications. You’ll also be actively participating in improving the capability of the Application Support team, as well as presenting at Show and Tells to share new features to the team and stakeholders.

Main responsibilities

You will be:

• Manage the Application Support service desk to ensure that issues are being resolved in a timely manner within the SLA
• Work with stakeholders to identify new solutions based on upcoming requirements
• Participate in testing and validation of solution designs, using automation where possible
• Organise training sessions for users and junior staff members
• Liaise with SaaS suppliers for any outages and escalations