About Us

We’re a long established and highly reputable software house based in Broadstairs, Kent, specialising in Records Management solutions. As experts in our field, we deliver solutions designed for high-risk organisations where information security and audibility are key factors and critical for regulatory compliance associated with sensitive information. Our customers include the police service, NHS, local government, regulators, accountancy and legal professions.

This is a great opportunity to work with a dedicated team of experienced software engineers to help grow our expanding business. We are keen to find someone who is eager to learn and develop both themselves and the business. In particular, the successful candidate should be able to demonstrate excellent communication and customer service skills as well as the potential to work independently after being fully trained.

Location: Primary place of work will be our office in Broadstairs, with the option to work from home from time to time. Visits to customer sites are required.

Working Hours: 40 hours per week (Flexitime) between the core hours of 7:00-17:00, occasional weekend or out of hours work may be required.

Leave Entitlement: 28 days per year excluding bank holidays.

Key Responsibilities of the Systems Support Analyst

• Respond to technical support requests from clients in a professional and timely manner.
• Collaborate closely with 1st Line Support and 3rd Line Support teams to ensure seamless issue escalation and resolution.
• Provide remote and on-site support as required, adhering to established SLAs, logging all activities accurately and in detail within our ticketing system.
• Configure and maintain client solutions
• Support senior developers in version updates and with testing

Other areas will include:
• Writing and execution of data update scripts
• Data extraction
• Production and update of reports in response to client requests
• Testing of new application functionality prior to deployment to Production
• Production of helpdesk KPI reports for service management
• Assist with the on-boarding of new clients
• User training

Requirements of the Application Support Analyst

• Good practical knowledge of HTML, Javascript, JQuery and CSS
• Good problem-solving, analytical, and team-working skills
• Excellent verbal and written communication and interpersonal skills with the ability to build good client relationships
• A self-starter, able to demonstrate strong organisation skills and able to prioritise workload effectively to deliver against SLAs
• Willingness to learn new skills and applications
• Knowledge of Microsoft SQL Server and .net development tools preferred but not essential as training will be provided.
• Support in further improving cyber security (such as work on ISO 9001)
• A European language (especially German) is not necessary but would be an advantage.

Please apply via our website with a CV and covering mail. We very much look forward to hearing from you!