Application Support Analyst
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As an Application Support Analyst at Storyteq, you'll be a key part of keeping our systems running smoothly, especially our in‑house MarTech tools that teams across the business rely on every day.
You'll be the go‑to person when colleagues or clients need technical support, helping them troubleshoot issues, resolve tickets, and keep everything moving. Your problem‑solving skills and calm, customer‑focused approach will make a real difference to their experience and to the ongoing success of our products.
Standard Working hours are between 08:00 and 18:00 operating 3 separate shift patterns (8-4.30, 9-5.30 & 9.30-6).
What I need to do:
- Provide second-line technical support to internal teams and external clients
- Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes
- Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement
- Manage and prioritise support tickets and incidents using our Jira Service Management tool
- Create and maintain documentation for support processes and solutions, including creating knowledge base articles in Confluence
- Prioritise and handle ad-hoc projects alongside your daily responsibilities
- Support the service desk team with tasks including investigating and testing
- Create and oversee Change Requests while collaborating with other teams to successfully complete assigned tasks
How will I succeed:
- You will be accountable to the Application and Development Support Team Lead
- Bugs/issues will be escalated to the associated Development Teams and tracked accordingly
- Assist in resolving ongoing issues reported through our Monitoring and ITSM tool
- Successfully complete comprehensive in-house training on our products, ensuring the acquisition and mastery of technical knowledge, which are supported and filled through our internal training portal
- Experience or exposure to technical support, whether gained through studies, internships, or previous roles is welcome
- Required - Proficiency in SQL and relational databases.
- Highly desired - extensive knowledge of Networking and Infrastructure fundamentals
- Highly desired - experience of Google Cloud Projects or other Cloud Computing
- Highly desired - experience using Web API tools in: Postman, Insomnia, Console etc
- Would be advantageous - knowledge of programming languages: C#, .NET, Java, NodeJS, VueJS and AngularJS
- Would be advantageous - knowledge of monitoring tools: Datadog and New Relic.
- Would be advantageous - knowledge of deployment tools: Argo CD and Octopus
- Would be advantageous - knowledge of ITSM and Software Mgmt tools: Jira and Confluence.
On top of a competitive salary, you can expect a whole load of perks:
- 25 days' holiday + bank holidays - we understand the importance of you getting some down time
- Annual Wellbeing Day - enjoy an additional day on us to look after your physical and mental wellbeing
We Value Diversity!
We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.
We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.
At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we're always stronger together.
ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.