Graduate Application Support Analyst

Tussell Limited; Greater London; On-site; GBP 26,000 - 42,000; Full time

Benefits offered by this job

Two profit-related bonus schemes

Salary reviews every 6 months

25 days of holiday

Pension plan and pension salarySacr

Job summary

Sinara is seeking an Application Support Analyst as part of the Technical Operations team in the UK. The role focuses on resolving incidents across applications and environments, with emphasis on collaboration with development teams and providing robust customer support.

Training will be provided, including industry topics and applications, with opportunities for further technical training. The role supports hybrid work and requires availability outside office hours on a rotational basis.

Qualifications

• Experience in customer-facing IT support environments.
• Familiarity with Windows infrastructure and web service technologies.
• Good verbal and written communication.
• Ability to learn new concepts quickly.

Responsibilities

• Resolve issues related to applications and environments.
• Analyse, prioritise and triage incidents reported by customers.
• Conduct investigations to provide solutions or temporary workarounds.
• Collaborate with developers to identify software defects.
• Communicate with customers until incident resolution.
• Deploy applications and perform routine maintenance.

Skills

Incident management

Customer support

Troubleshooting

SQL knowledge

Windows infrastructure

Kubernetes

Linux

AWS

Communication skills

Tools

Kubernetes

Terraform

Helm

AWS

Linux

Job description

The role is an interesting mix of DevOps engineering work on projects within Tech Ops team and providing technical support for our Sinara-built applications; maintaining our mission-critical applications, delivering application management support and providing technical support for Sinara software applications to a variety of customers. You will be responsible for analysing, prioritising and resolving customer support Incidents which may be application, data or system related.

Primary duties include:

• Resolving issues related to applications and environments
• Analysing, prioritising and triaging incidents reported by customers
• Conducting investigations to provide solutions or temporary workarounds
• Collaborating with developers upon identification of potential software defects
• Communicating with customers until incident resolution
• Proactive collaboration in the incidents of all the members of the team

Additional responsibilities:

• Proactively maintaining support material
• Contributing to customer service performance reports
• Documenting routine change requests
• Undertaking routine data or system configuration tasks
• Working alongside the developers undertaking application and system testing
• Deploying applications
• Do maintenance for internal applications
• Set up of new internal application environments

The work is often technically demanding and requires an imaginative thought process. You will collaborate with Sinara's own software development teams. Career progression and training The role will begin with 3 months of structured training and learning the role. Sinara will provide training on industry/domain-specific topics and applications. There will be opportunities to join wider technical training offered within Sinara. Certification training is supported at Sinara where it is relevant to the role.

What we offer

• Base salary of up to £42,000
• Two profit-related bonus schemes
• Salary reviews every 6 months for the first two years, then annually
• Additional remuneration is available for the out-of-hours support rota
• 25 days of holiday
• A pension plan and pension salary sacrifice option

Other Benefits

• Private medical scheme
• Income protection insurance
• Cycle-to-work scheme
• Employee wellbeing benefits
• Training budget per employee
• Hybrid and flexible working: mix of office and home working
• All necessary home working equipment

Working hours

• This position is full-time, predominantly Monday to Friday but may require availability outside of working hours on a rotational basis (to be discussed).
• There is the possibility of joining the "on-call" support rota for additional renumeration.
• It is a hybrid role (with 2- or 3 days in the office and the rest remote)

It would be beneficial to have some experience working in a customer facing support role in an IT environment. Although your academic qualifications are not critically important, you will be dealing with technically able colleagues who set high standards. We are not looking for any specific certification, but you will need to demonstrate some relevant experience.

The qualities we are looking for include:

• A general understanding of Microsoft Windows infrastructure is essential, including Web Service technologies
• A good understanding of SQL (Postgres, SQL server, MySQL)
• An enthusiasm for getting the job done without compromising accuracy or quality
• The ability to quickly learn those concepts with which you are unfamiliar
• A fine attention to detail
• Good verbal and written communication
• Effective time management and organisational skills
• Troubleshooting skills
• Customer service skills

It would be very beneficial to have knowledge in any of the following:

• The ability to construct relatively complex SQL queries
• Linux, AWS
• Kubernetes
• Networking
• Terraform, Helm
• Knowledge of financial trading and market data would be useful,
• You may have a software development, system or database administration background but will be keen to move to an application support role with a broader knowledge base.
• Our specialist applications are varied, and you will need to acquire a thorough understanding of the underlying business processes and data structures. However most of this can be taught on the job.

Your attributesTo excel in this role, we seek budding engineers who possess a passion for tackling diverse and complex IT challenges. You should have the aptitude and dedication to rapidly acquire new technical abilities and assimilate fresh domain knowledge as necessary. We want people who are naturally curious about systems and technologies and thrive on problem solving. You should be proactive, self-driven, capable of independent initiative, and consistently consider the broader context and potential ramifications of the issues at hand. It's important that you exhibit exceptional attention to detail, coupled with proficient time management and organisational skills.

Sinara is only able to hire people who already possess the right to work in UK and cannot provide employer visa sponsorship.

Sinara is a well-established software house based in London, offering software development services and products to exchanges, financial institutions, and market data vendors. We provide robust technical expertise and adopt a pragmatic, flexible approach to delivering and supporting business-critical IT systems. Engineering and technology is at the heart of everything we do, and we are actively recruiting skilled, adaptable and inquisitive Graduates to join our Technical Operations team. You will become part of a close-knit Tech Ops team of 13 professionals spanning Infrastructure, Application Support, and DevOps. You will have hands-on, on-the-job training to become Application Support Analysts where you will be supporting a number of our business-critical applications, providing third-line support to a variety of customers. If you want to pursue a technical career working within a software company with technically literate colleagues, you might like to apply to join us on the Technical Operations Graduate Programme. The role requires availability outside of working hours on a rotational basis. Full training will be provided at the start.