Technical Application Support Specialist

3 days ago


Crawley, West Sussex, United Kingdom Clearwater People Solutions Full time
Job Description:

We are seeking a skilled Technical Application Support Specialist to join our IT team. As a 2nd line support expert, you will provide timely and effective resolution of technical issues and user queries. Your key responsibilities will include troubleshooting complex issues, liaising with developers and vendors, and documenting known issues in the IT knowledge base.

In addition to support responsibilities, you will take ownership of a project to define and embed Service Level Agreements (SLAs) in our new ITSM tool, Jira. This role offers opportunities for process improvement and contributing to continuous service delivery standards.

Key Responsibilities:

  • Provide 2nd line application support for in-house developed and third-party applications.
  • Troubleshoot and resolve technical issues promptly.
  • Liaise with developers, vendors, or other technical teams to escalate complex issues.
  • Document known issues, workarounds, and resolutions in the IT knowledge base.

Requirements:

  • Proven experience in 2nd line application support, including troubleshooting and resolving complex issues.
  • Strong proficiency in SQL, including querying and scripting to analyse and manipulate data.
  • Familiarity with ITIL best practices and working within an ITIL-aligned environment.
  • Experience with ITSM tools, particularly Jira (or similar platforms).

What We Offer:

  • Competitive salary based on experience (£35,000 - £40,000 per annum).
  • Hybrid working model (2 days onsite in Surrey, 3 days remote).
  • Opportunities for professional development and certifications.


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