Technical Support Analyst — Triage, Debug & Improve

NTT DATA; Glasgow; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Flexible work options

Learning and development opportunities

Inclusive workplace

Job summary

NTT DATA UK is seeking a Technical Analyst to provide second line support, triage, and investigation of application issues. You will determine whether issues are caused by user error, frontend defects, or backend defects and pass clear information to the right teams for resolution.

You will triage incoming tickets, monitor logs, analyze errors, and collaborate with frontend, backend, and product teams to improve support processes and reduce repeat issues.

Qualifications

• Experience in application support, technical triage, or production support roles.
• Strong analytical and problem-solving skills.
• Ability to read logs and interpret technical error messages.
• Clear and confident written and verbal communication skills.
• Comfortable working across technical and non-technical audiences.

Responsibilities

• Triage and respond to incoming support tickets in a timely and professional manner.
• Act as the first point of contact for end users for the application issues.
• Gather sufficient detail from users to accurately diagnose issues.
• Monitor application logs and dashboards to identify errors or abnormal behaviour.
• Analyse runtime errors and system messages to understand root causes.
• Spot recurring themes or patterns in support issues and elevate accordingly.
• Troubleshoot and debug issues to determine whether they relate to user error, FE issues, or BE issues.
• Reproduce issues where possible to support diagnosis and resolution.
• Retest solutions with users after issue resolution.
• Work closely with frontend, backend, and product teams to support issue resolution.
• Work closely with end users to triage and resolve issues working with other suppliers where necessary.
• Help improve support processes by identifying common user errors and system weaknesses.
• Contribute to knowledge bases, FAQs, or guidance to reduce repeat issues.

Skills

2nd line support

Technical triage

Production support

Log analysis

Clear communication

Job description

NTT DATA UK is seeking a Technical Analyst to provide second line support, triage, and investigation of application issues. You will determine whether issues are caused by user error, frontend defects, or backend defects and pass clear information to the right teams for resolution.

You will triage incoming tickets, monitor logs, analyze errors, and collaborate with frontend, backend, and product teams to improve support processes and reduce repeat issues.