Application Support Analyst
12 Month Contract
Newcastle
Job Outline
The Application Support Analyst's role is to deliver support to end users with respect to Client's Space software applications within the Public Safety sector. Primarily supporting field based applications running on ruggedised touch screens, automated resource location (asset tracking) systems, mobile data communications systems, emergency preparation and response systems and operational data management systems.
You will be working on support issues that have already gone through the Customer's 1st line response and therefore speaking to their technical people. The issues you could be dealing with are varied and could include: investigating communication failures occurring during emergency responses, replicating customer environments to identify the source of a build issue, or resolving integration issues that ensure front line emergency services officers have access to the latest data to help them save lives. There is occasional UK travel for this role.
The successful candidate will need to be eligible to gain UK SC Security Clearance to undertake the role.
Tasks
Responding to incidents in accordance with the customer's Service Level Agreement (SLA).
- Progressing incidents and ensuring incident history is updated via the Incident Management software tool.
- Undertaking problem identification and resolution involving re-creation of the incident, configuration analysis, data investigation or by site visit if required.
- Providing the ability to test the validity of customer calls using their own data
- Providing support to the Software Development Team during fault investigation, development and emergency changes.
- Conducting product implementations
- Support pre-sales initiatives with current or prospective customers as appropriate.
Skills
- Minimum 3 years' experience in a similar applications support / Software support role
- Skilled in communicating with customers technically and to maintain relationships
- Strong analytical, problem solving and communication skills.
- Strong general IT skills primarily in a Microsoft Windows environment.
- Adaptability to changes in tasks / priorities and able to work under own initiative.
- Acquire new skills and knowledge rapidly and share them with others.
Any of the following would be desirable, but not essential as training will be provided:
- SQL
- Microsoft SQL Server
- Oracle
- Networking/Communications
- ITIL awareness
Guidant Global (Jobscience) is acting as an Employment Business in relation to this vacancy.
