Application Support Analyst

2 weeks ago

Birmingham, United Kingdom Modis Full time

**Application Support Analyst**

Modis are currently working in partnership with a market leading software solutions provider to recruit an experienced Application Support Analyst with experience of providing 2nd line support to both internal and external clients.

**Please note this role is fully remote and will provide extensive development opportunities.**

**The Role**

**The Responsibilities**
- Ensure that ticket queues are managed effectively & responded to within agreed service levels
- Provide technical integration support to clients
- Provide 1st and 2nd line support to existing clients promptly & accurately
- Drive service improvements targeted at reducing call volumes and improving the quality of support provided to clients
- Provide best practice incident management of issues impacting clients through to resolution, including escalation within the business & communication to client
- Work closely with the Systems Administration & Development teams to ensure that support tickets are being handled in a timely manner
- Query production databases to run reconciliation reports for the management team
- Build POST requests in JSON, HTTP, SOAP and XML for various test cases specific to the Hosted and API integrations
- Manage and prioritise your workload in accordance with the various response SLAs

**The Requirements**
- Experience in support and diagnosis of internet protocols
- Previous technical support experience
- Strong log analytical skills
- Strong knowledge of JSON

Desirable
- Knowledge of HTML
- Knowledge of MySQL & database queries
- Knowledge of Apache Tomcat server architecture
- Experience of Linux based systems

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

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