Software Support Analyst

Oof; Birmingham; On-site; GBP 30,000 - 55,000; Full time

Job summary

A forward-thinking company is seeking a Software Support Analyst to join their dynamic team. In this role, you will engage in monitoring and maintaining web servers and applications, ensuring optimal performance and swift resolution of issues. You'll collaborate with various stakeholders and utilize your expertise in cloud and container technologies, alongside application development tools. This position offers a unique opportunity to enhance your skills in a supportive environment, focusing on customer needs and technical excellence. If you are passionate about technology and eager to make a difference, this role is perfect for you.

Qualifications

• Experience in 2nd Line Application Support with strong analytical skills.
• Knowledge of application design, development, and ITIL processes.

Responsibilities

• Monitor web and application servers, managing incident resolution.
• Collaborate with stakeholders to coordinate application patching.

Skills

ITIL processes

Analytical skills

Application design & development

Backup and disaster recovery processes

Education

ITIL v3/4 Foundation certification

Tableau certification

Tools

Kubernetes

Grafana

Elastic Cloud

MS-SQL Server

PowerShell

JavaScript

HTML

.NET

C#

Job description

Join to apply for the Software Support Analyst role at Opplæringskontoret for Offshore fag.

Key Tasks:

1. Monitor components such as web servers, application servers, log files, disk space, and MS-SQL databases.
2. Serve as a point of escalation for all application-related issues.
3. Work as part of a second-line support team, managing incident resolution and root cause analysis.
4. Collaborate with third-party suppliers, stakeholders, and ICT teams to coordinate application patching and releases.
5. Maintain middleware including IIS, MS-SQL Server, Active Directory, ASP, and .NET, troubleshooting and tuning performance.
6. Work with cloud and container technologies such as Kubernetes.
7. Design, develop, test, and deploy Tableau dashboards.
8. Create reports using PowerShell, JavaScript, HTML, and SQL.
9. Provide daily support for COTS and web-based applications, focusing on problem-solving.
10. Maintain a strong customer focus, understanding internal and external client needs.

Key Skills:

1. Understanding of ITIL processes, incident, change, and problem management with adherence to SLAs.
2. Ability to understand business logic and technical tools, with strong analytical skills.
3. Knowledge of application design & development, including agile methodologies.
4. Understanding of application backup, restore, and disaster recovery processes.

Experience:

1. Knowledge of web services, distributed systems, and web application development.
2. Experience with incident and service request resolution using service management tools.
3. Familiarity with application languages and technologies such as SQL, HTML, .NET, C#, and IIS.
4. Experience with Elasticsearch or NoSQL document stores.
5. Administration of monitoring systems like Kubernetes, Grafana, and Elastic Cloud.
6. Strong background in database technology, SQL querying, stored procedures, views, functions, and SQL jobs.
7. Experience applying ITIL processes for application support.

Desirables:

1. Previous experience in a 2nd Line Application Support role.
2. ITIL v3/4 Foundation certification.
3. Tableau certification is desirable.

Note: Candidates with high-level security clearance are encouraged to apply. Successful applicants will need to undergo security clearance, which may take up to 18 weeks.