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- Tasks: Deliver top-notch application support and manage incidents for exciting cloud software.
- Company: Join a dynamic team in a fast-paced tech environment.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing client experiences and driving product improvements.
- Qualifications: Experience in 1st and 2nd line support, with a knack for problem-solving.
- Other info: Be part of a passionate team in an innovative industry.
The predicted salary is between 36000 - 60000 £ per year.
I am currently recruiting for a customer-focused Application Support Analyst to join a dynamic application support team. This role is central to delivering high-quality application support across my client's exciting software suite. You will play a key role in incident management, application support, release coordination, and customer engagement. Your interactions and insights will directly influence product improvements and ensure that solutions continue to meet evolving client needs.
Key responsibilities of the role:
- Deliver high-quality application support for cloud-hosted software solutions, ensuring incidents and service requests are resolved within agreed SLAs.
- Act as a customer advocate, building strong relationships and helping clients maximise value through effective use, configuration, and adoption of platforms.
- Manage the full incident lifecycle, including triage, troubleshooting, resolution, and root cause analysis, with clear and proactive communication.
- Support release management activities, including deployment coordination, feature validation, and customer readiness.
- Collaborate with clients to understand business requirements, identify optimisation opportunities, and guide them in using advanced system capabilities.
- Identify opportunities for product enhancements, configuration improvements, and professional services.
- Maintain accurate documentation, including support procedures, known issues, and customer-specific configurations.
- Share customer feedback and insights internally to support continuous improvement initiatives.
Experience required:
- Provide 1st and 2nd line support for web-based applications.
- Commercial experience with Microsoft SQL Server.
- Exposure to Windows Server and Internet Information Services.
- Basic understanding of networking and infrastructure concepts.
- Proven experience in incident management and root cause analysis.
- A proactive mindset and strong problem-solving skills.
- Experience of working with SaaS solutions.
- Experience with tools such as Jira Service Desk or Power BI, although not essential, would be beneficial for this role.
This is an excellent opportunity for a passionate individual that wants to join a great team who operate in an exciting and interesting industry space.
1st and 2nd line Application Support Analyst in Birmingham employer: Sherborne Talent Solutions
Contact Detail:
Sherborne Talent Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st and 2nd line Application Support Analyst in Birmingham
✨Tip Number 1
Network like a pro! Reach out to current employees in the company you're eyeing, especially those in application support roles. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your incident management skills. Be ready to share specific examples of how you've tackled issues in the past, as this will show your problem-solving prowess.
✨Tip Number 3
Show off your customer engagement skills! Think of ways you've built strong relationships with clients and how you've helped them maximise their use of software solutions. This is key for the role!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace 1st and 2nd line Application Support Analyst in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Application Support Analyst. Highlight your experience with incident management and any relevant tools like Microsoft SQL Server or Jira Service Desk. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your customer-focused mindset and how you can advocate for clients. Share specific examples of how you've helped customers maximise their use of software solutions in the past.
Show Off Your Problem-Solving Skills: In your application, don’t forget to mention your proactive approach to troubleshooting and root cause analysis. We love candidates who can think on their feet and come up with effective solutions, so let us know how you've done this before!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen to join our team!
How to prepare for a job interview at Sherborne Talent Solutions
✨Know Your Stuff
Make sure you brush up on your knowledge of web-based applications and Microsoft SQL Server. Be ready to discuss your experience with incident management and root cause analysis, as these are key aspects of the role.
✨Show Your Customer Focus
Since this role is all about customer engagement, think of examples where you've successfully built relationships with clients. Highlight how you've helped them maximise value from software solutions, as this will show you're a great fit for the team.
✨Be Ready to Troubleshoot
Prepare for scenario-based questions where you might need to demonstrate your problem-solving skills. Think through how you would manage an incident from triage to resolution, and be ready to explain your thought process clearly.
✨Communicate Clearly
Effective communication is crucial in this role. Practice articulating your thoughts and experiences concisely. Be prepared to discuss how you would keep clients informed during the incident lifecycle and how you would document support procedures.
