Application Support Analyst

Salary: Up to £60,000

We're looking for an experienced Application Support Analyst who enjoys solving complex technical problems and making a real difference for customers.

This is a 2nd/3rd Line Application Support role, with all 1st Line support handled by a dedicated Service Desk. That means you'll spend your time investigating, troubleshooting and resolving more challenging application issues rather than answering basic support calls.

The successful candidate will be naturally curious, enjoy getting to the root cause of problems, and have excellent communication skills. You'll work closely with customers and internal teams, keeping stakeholders informed while driving issues through to resolution.

• Provide 2nd and 3rd Line support for business-critical applications.
• Investigate and troubleshoot complex application issues to identify the true root cause.
• Replicate customer issues, perform technical analysis and implement solutions.
• Escalate issues where required, while maintaining ownership and keeping customers updated throughout.
• Carry out application configuration, deployments and user administration.
• Execute SQL queries and configuration changes to support investigations.
• Monitor application health and respond proactively to system alerts.
• Deliver user training and guidance where required.
• Work collaboratively with Development, Infrastructure and Business teams to ensure timely resolution of issues.

Above all, we're looking for someone with outstanding problem-solving ability and excellent communication skills.

You'll be someone who:

• Loves investigating technical issues and piecing together the bigger picture.
• Can read between the lines to uncover the real problem, not just the reported symptom.
• Enjoys helping customers and building strong relationships.
• Communicates technical information in a clear, user-friendly way.
• Takes ownership and sees problems through to resolution.

• Previous Application Support, Technical Support or 2nd/3rd Line Support experience.
• Experience writing SQL queries for troubleshooting.
• Experience supporting Microsoft technologies and cloud-based applications (Google Workspace experience is also beneficial).
• Exposure to Windows environments, with an interest in modern technologies such as containers and PostgreSQL as the platform continues to evolve.
• Knowledge of the insurance industry would be advantageous.
• Business Analysis experience or the ability to bridge technical and business conversations would be highly desirable.

This is an opportunity to join a collaborative team where you'll work on meaningful technical challenges, develop your technical skills and play a key role in delivering an excellent customer experience. You'll also gain exposure to modernising technologies as the business transitions from Windows/SQL-based environments towards containers and PostgreSQL.