Application Support Analyst

BigChange Apps Ltd | Thursday, October 8, 2020




About this job

Compensation: £30k - 35k
Location options: Remote
Job type: Full-time
Experience level: Mid-Level
Industry: CRM, SaaS, Vehicle Tracking
Company size: 51–200 people
Company type: Private


amazon-web-services, sql, azure, saas

Job description

Background Information Of Company:

JobWatch powered by BigChange plans, manages, schedules & tracks your mobile workforce! BigChange is an established force in mobile resource management, offering a host of solutions that have proven to transform the way companies manage their mobile workforces and mobile operations. By challenging convention and pushing for constant innovation, BigChange is pioneering new, intuitive and simple to use technology that delivers industry leading levels of return on investment.



About the role:

Due to continued BigChange company growth a vacancy has arisen in our Technical Support team for an experienced Application Support Analyst. This team resolved issues raised by our first line Roadcrew Support team in relation to our JobWatch application and manages AWS system availability in collaboration with the Development and the SAAS Engineering teams. This challenging role involves resolving the most difficult customer support issues while also responding to alerts for system wide issues. The successful candidate will be a fast learner so as to become a JobWatch guru with excellent problem solving abilities, able to work equally on application support of our enterprise resource planning system and comfortable investigating system issues in a modern cloud-based and mobile application architecture.

Your Role and Responsibilities:

  • Investigation of customer application issues escalated by first line support
    • Investigation and replication of software defects for raising to development team
    • Advise on system settings that may resolve customer issues
    • Advice on correct system operation
    • Act as liaison between development team and first line support
  • Monitor and respond to SaaS system availability and system disruptions
    • Act as incident manager for system issues
    • Validate information in relation to system issues
    • Manage communication about issue resolution
    • Assist in root cause analysis to determine preventative measures
  • Support colleagues in the use of JobWatch and other systems
    • Be a SME in the use of the BigChange product
    • Provide advice and support to other colleagues on system functionality
    • Be aware of the latest feature releases
  • Support colleagues in the use of JobWatch and other systems
    • Be a SME in the use of the BigChange product
    • Provide advice and support to other colleagues on system functionality
    • Be aware of the latest feature releases
  • Delivers technical projects
    • Lead or assist with technical project
  • Management of hardware estate
    • Assist Hardware Technical Director in management of tracking devices
    • Investing tracking related customer issues
    • Manage and support mobile device estate using MDM software (Soti Mobicontrol)
  • Administer systems access
    • Respond to requests for system access right changes on internal systems
    • Maintain accurate records of all changes to access rights
  • Manage and resolve data fixes
    • Upon request from customer create SQL script for data alteration
    • Review and execute SQL scripts created by other members of the team
  • Assist testing team in validation of software releases
    • Test resolution to system defects to ensure correct resolution
    • Assist in testing of new features and functionality prior to release
  • Coach and educate colleagues on technical matters
  • Mobile device management system (Soti) management and support
  • Manages, documents and improves technical support processes and system records.
  • Manage BigChange’s personal data and confidential information responsibly, and maintain its quality, confidentiality, integrity and availability at all times.  Report personal data and security near-misses and incidents promptly, and cooperate in their resolution.
  • Be aware of and comply with the BigChange Health and Safety Policy and related legislation; report Health and Safety near-misses and accidents promptly and collaborate to document and resolve.
  • Ensure data processing equipment assigned to you by BigChange, and any personal equipment used to process BigChange data or access BigChange systems, is kept secure and used in accordance with the Acceptable Usage Policy.   

Your Competencies:

  • 5+ years’ experience in a similar application support role (Essential)
  • Understand and proficient in a wide range of technologies and support tools including good standard of SQL
  • Understand and competent managing cloud -based systems (AWS and Azure preferred)
  • Writes clear and concise technical documentation with due regard for the knowledge and skill levels of the target readers
  • Approachable and friendly to developers, support staff, business colleagues and customers, a trusted source of technical advice to others in the company
  • Agile development approach with due regard for configuration management, specification/documentation, review and testing.

Your Skills and Interests:

  • Exceptional levels of technology customer service
  • Technical and business big-picture thinking to enable prioritisation of monitoring and support
  • Organised in managing and fulfilling multiple simultaneous requests for colleague support
  • Technically strong, with recent hands-on experience in one of their core areas of technical delivery
  • An ability to advise senior stakeholders, work comfortably without definition and apply a progressive technical approach to any problem
  • You’ll be an inquisitive technologist and naturally encourage others to be alike.
  • You’ll convey a sense of credibility and trust within the team and BigChange
  • You will have exceptional people skills and ability to objection handling where required
  • Ability to work individually as well as a team with an adaptable and flexible approach to work
  • You will have hands-on experience
  • Ability to communicate at all levels both written and verbally
  • You will have an organised and proactive approach to work
  • Team player, loyal to BigChange and comfortable participating in out-of-hours support rotas.
  • Equally comfortable supporting colleagues face-face and remotely over the phone and screen-sharing.
  • Experience of AWS/Azure Cloud Computing Services is desirable but not essential

Your Rewards:

  • Expenses paid for all overnight stays, subsistence and mileage whilst on business.
  • 33 days holiday, plus bank holidays, plus ‘BigChange Birthday’.
  • Pension plan (NEST)
  • Gym membership / Wellness assistance £20 gross pay monthly (for 12 months).
  • Free Yoga Classes - virtual
  • Cash Health Plan
  • Flexi Friday
  • “Motivational Mondays” – inspiring talks monthly from extraordinary people.
  • Local fruit delivered weekly to the office.
  • Being part of a supportive team with the ability to learn new skills and grow within the company.
  • Experience cutting edge technology and be part of a company that is shaping the future.

All rewards are agreed between each employee and the company based on their role/offer letter and may differ from the standard

Location of work: Remote / Home Based

Reporting to: Technical Support Manager

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