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Application Support Specialist

2 months ago

Farnborough, Hampshire, United Kingdom 00139 LEIDOS INNOVATIONS UK LTD. Full time

Job Summary

00139 LEIDOS INNOVATIONS UK LTD. is seeking a highly skilled Application Support Analyst to join our 24x7 support team. As an Application Support Analyst, you will be responsible for providing second and third-line support for our bespoke applications, ensuring excellent customer experience and resolving technical issues in a timely manner.

Key Responsibilities

  • Provide second and third-line support for a 24/7 Live Service, utilizing bespoke management tools to troubleshoot and resolve technical issues.
  • Support and maintain customer relationships as part of an application support team, ensuring seamless communication and issue resolution.
  • Contribute to ensuring the skills within the application support team are kept relevant to changing technologies, enabling us to provide top-notch support to our customers.
  • Work closely with Line Manager to identify personal development opportunities and annual goals, aligning with Leidos' Individual Development Plan (IDP) and annual performance review processes.
  • Liaise with customers and third parties to provide application-specific expertise, ensuring effective issue resolution and customer satisfaction.
  • Work with newly built applications on new technology stacks, creating and maintaining detailed service support documentation as required.
  • Provide level 2 and 3 support for a bespoke customer application, taking ownership of incidents and service requests raised by the customer.
  • Be responsible for critical applications, ensuring timely issue resolution and minimizing downtime.
  • Work within defined KPIs, ensuring customer KPIs are aligned and avoiding breaches, while proactively identifying continual service improvement initiatives.
  • Provide proactive and reactive support for high-priority incidents, mitigating impacts to a LIVE service and multiple test environments.

Requirements

  • Experience in some or all of the following technologies: Linux/Unix, Windows, Shell scripting, and SQL.
  • Understanding and working knowledge of cloud-based technologies.
  • Experience in application support for a large, complex, and highly available IT system.
  • Ability to translate technical issues into user-friendly language.
  • Excellent communication skills (oral and written), including the ability to listen effectively.
  • High-level security clearance eligibility.

What We Offer

  • Meaningful and engaging careers, a collaborative culture, and support for your career goals.
  • A competitive employment package, including a contributory pension scheme, private medical insurance, and 33 days annual leave.
  • Access to flexible benefits, including life assurance, health schemes, gym memberships, and an annual buy and sell holiday scheme.

Commitment to Diversity

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone.

About Us

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services. We work to make the world safer, healthier, and more efficient through technology, engineering, and science.