Senior Application Support Analyst

• Location: Hybrid, must be able to go to City Centre office in Ipswich 3 days a week
• Job Type: Full-time
• Salary: Up to £60,000

I have a great opportunity to join my award-winning client's team as a Senior Application Support Engineer. This role is vital to the business and provides advanced technical support, resolves escalated issues from their first-line support team, and ensures the optimal performance of their applications and systems.

With over 30 years in their industry my client is using technology and innovation to continue to be at the forefront of their business.

The role is offered on a hybrid basis so you will need to be in the office up to 3 days a week in Ipswich.

Day-to-day duties as the Senior Application Support Engineer role:

• Escalated Incident Resolution:
• Take ownership of escalated incidents and service requests from first-line support.
• Troubleshoot and resolve complex application issues and data defects.
• Perform root cause analysis to identify recurring problems and collaborate with development teams to propose long-term solutions.
• Provide guidance and mentorship to first-line support staff on technical issues.
• Collaboration and Escalation:
• Collaborate with third-line support, development, or infrastructure teams to resolve critical issues.
• Escalate unresolved issues to third-party vendors or senior engineers, as needed.
• Act as a liaison between support teams and stakeholders to communicate technical details effectively.
• Documentation and Knowledge Sharing:
• Maintain detailed incident and problem logs in the ticketing system.
• Develop and update internal documentation, including troubleshooting guides and technical manuals.
• Share knowledge with the first-line team to enhance their troubleshooting capabilities.

Required Skills & Qualifications for the role as Senior Application Support Engineer include:

• Proven commercial experience in IT support or a technical role, with significant experience in application support.
• Experience with troubleshooting and resolving complex application issues in a business environment.
• Strong knowledge of software troubleshooting methodologies and tools.
• Proficiency in programming languages such as JavaScript, HTML.
• Familiarity with databases and SQL.
• Excellent problem-solving and analytical skills, with the ability to think logically and creatively to resolve complex technical issues.

To apply for the Senior Application Support Engineer position at our award-winning, market-leading client, please apply with an updated CV.