Application Support Analyst - 2nd Line

hackajob is collaborating with System C to connect them with exceptional professionals for this role.

Description

Join a collaborative team supporting technology that makes a real difference in local communities.

We are looking for an Application Support Analyst to help deliver high-quality support for market-leading education and social care software used by local authorities. This is a hands-on, customer-facing role where you will solve complex technical issues and build strong relationships with clients.

What you’ll be doing

\n
• Deliver 2nd and 3rd line application support within a structured support team
\n
• Investigate and resolve incidents using Jira and other diagnostic tools
\n
• Analyse logs, SQL data, and system behaviour to identify root causes
\n
• Collaborate with development, product, and third-party teams to resolve issues
\n
• Replicate defects and support bug identification and resolution
\n
• Communicate clearly with customers, providing regular updates
\n
• Take ownership of customer issues and ensure delivery within agreed SLAs
\n
• Support both hosted and on-premise environments
\n

What we’re looking for

\n
• Strong analytical and problem-solving skills
\n
• Experience with SQL Server and writing SQL or T-SQL queries
\n
• Background in 2nd line application or software support
\n
• Knowledge of Microsoft Windows Server environments
\n
• Ability to manage and prioritise workloads effectively
\n
• Strong communication skills, written and verbal
\n
• A collaborative mindset, with the confidence to work independently
\n

Desirable experience

\n
• 3rd line support exposure
\n
• Jira or Confluence experience
\n
• Experience supporting external customers remotely
\n
• Knowledge of social care or education systems
\n

Why join us

You will be part of a supportive, inclusive team that values ownership, collaboration, and continuous learning. The environment is fast-paced and evolving, offering opportunities to grow your technical expertise while making a meaningful impact.

If you enjoy solving problems, working closely with customers, and taking pride in delivering high-quality outcomes, we would love to hear from you. 

Apply today to take the next step in your career.