Application Support Analyst - Web Applications & SQL

Talent Point Ltd
18 May 2017
17 Jun 2017
Contract Type
Full Time
We are looking for a talented and enthusiastic Application Support Analyst with specific experience of supporting web-based, SQL applications in a customer-facing (as opposed to internal) setting.

The Company:

The leading supplier of SaaS-based marketing technology, they serve 30 of the top law firms in the UK, eCommerce companies and three of the biggest names in Real Estate in the world! A highly impressive client base that is growing with a bulging reputation - and because of this impeccable reputation and growing client base they are looking to add a crucial cog into their Support team.

The Role:

At the moment tickets are being escalated to 3rd line straight from 1st line and they need someone to act as the buffer between 1st and 3rd line providing a layer to allow 3rd line to continue working without interruptions - ensuring that tickets are only escalated when required and not disrupting them. You will be picking up tickets from FreshDesk either escalated from 1st line support or directly from Account Managers, you will work to resolve issues, either through providing a direct fix or passing documentation down.


We'll expect you to be able to describe the functionality of applications you currently support, talk us through typical tickets received and how you quickly and accurately found resolutions to these using your innate knowledge of web applications.

There is no requirement to have coded in the past but you gain the opportunity to learn how to code in .Net, and although any experience you do have would be welcome, we are predominantly focused on the ability to explain web-based technology and have a natural enthusiasm for quickly and efficiently resolving user-issues.

Technical communication skills are vital to this role. You will work closely with a wide range of stakeholders and customers, and your ability to explain issues and solutions clearly and efficiently is key. This technical communication also extends to the creation of documentation - any experience having written FAQs or guides for resolving issues would be a huge advantage.


The most exciting thing that this company has to offer is training - You will be exposed to a large variety of technology and trained in its use including Pluralsight training; and you will always have the opportunity to learn new tech as it's adopted by the business. They take pride in remaining on the cutting-edge, and this means that there Support staff need to be there with them.

As the team grows, there is the opportunity to move into Senior App Support or even a managerial role or even a .Net developer within the team! You could also assist with the on-boarding process and have a role of guidance and mentorship within the team if this appeals.

Very Important:

Finally, we are looking for someone able to work the hours of 12 - 9pm. This is vital to ensure that the American side of their business is supported as much as possible.

Talent Point are a Hiring Communication business. We have designed and documented this vacancy alongside our customer and act as their sole source of applicants. Following a two-stage screening process that will include everyone who responds to this advert, we present a shortlist of three applicants for interview. Those on our shortlist can expect in-depth, accurate detail regarding the vacancy, a high chance of securing the position, pre-booked interview times to plan around in advance, no delays and complete transparency.

No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd is an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law.