Application Support Analyst

Owing to our continued growth and trusted reputation, we are seeking a skilled and proactive Application Support Engineer/Analyst to join our Digital Sensitivity Review (DSR) Service Support team.

This position is ideal for someone with a solid understanding of software applications and databases, able to diagnose and resolve complex issues efficiently, but also demonstrate exceptional communication skills to patiently guide users and explain technical concepts clearly.

In this role, you will be responsible for the day-to-day application support of the software supporting the Digital Sensitivity Review service.

You will be the primary point of contact for users of our digital sensitivity review applications, ensuring their smooth operation and optimal performance. You will be responsible for diagnosing, troubleshooting, and resolving technical issues, providing expert guidance, and contributing to the overall stability and reliability of our services. Your work will directly impact the efficiency and effectiveness of sensitive information handling for our clients.

You will work closely with internal users who act as a first line of support with the application users.

You will also lead the User Acceptance Testing (UAT), user training and subsequent deployment activities for new software releases.

Digital Sensitivity Review

The Digital Sensitivity Review service is an AI innovation led data toolset and service, developed by SVGC Ltd and being run in partnership with FCDO Services, for identifying sensitive information in digital files for redaction and archiving to The National Archive to meet the needs of the Public Records Act. Already delivered to FCDO, HM Treasury and Home Office with Department of Business and Trade and Ministry of Justice in feasibility phase, all major and minor government departments will become DSR-enabled, with other departments in the immediate pipeline. The DSR is a unique and leading-edge technology and has been heralded across government as "…the only game in town" when it comes to the needs of effective digital data sensitivity identification and redaction.

Responsibilities

Your main responsibilities will be to..

• Provide Level 2/3 application support for business-critical systems.
• Troubleshoot incidents, identify root causes, and resolve technical issues.
• Liaise with partners and internal development teams to escalate and resolve complex problems.
• Monitor application performance and availability; suggest and implement improvements.
• Perform regular application maintenance, updates, and patching.
• Manage and maintain configuration settings and access control.
• Assist in user onboarding, training, and documentation.
• Support deployments, system integrations, and testing activities.
• Maintain accurate logs, knowledge base articles, and technical documentation.
• Design, develop, and execute test plans, test cases, and test scripts based on functional and non-functional requirements.
• Perform various types of testing, including functional, regression, integration, user acceptance, and performance testing.
• Identify, document, and track software defects using a bug tracking system.
• Collaborate closely with development teams to ensure timely resolution of defects.
• Participate in on-call support rotations as required.
• Provide cover for the IT Service Manager when they are unavailable.

Do you have experience in Technical support?, Do you have a Bachelor's degree?, * Already hold Security Checked (SC) clearance and willingness to be DV cleared if required.

Note that this role is a 'Restricted' role which means the role holder must hold SC. Note that this requirement is essential and is in addition to Eligibility to Work in the UK.

• BSc in Computer Science, Information Technology, or related field or equivalent vocational experience.
• Strong troubleshooting and analytical skills.
• Fundamental understanding of networking, APIs, and integration concepts.
• Knowledge of ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Approximately 5 years' experience in a technical support or application support role.
• Experience with databases (PostgreSQL, SQL Server, Oracle, or similar) including ability to write and debug SQL queries.
• Application support within a Linux environment, including Linux system administration experience.
• Experience of using Application Logs to troubleshoot issues.
• Working within a Windows (and ideally) Windows Server environment.
• Experience of Virtualised environments.
• Experience of Docker Containerised environments
• Ability to be on-site in Milton Keynes for approximately three days per week.

Desirable Skills

• ITIL Foundation certificate.
• Experience with scripting languages (e.g. Python).
• Cloud support experience (e.g. AWS, Azure, or Google Cloud).
• Windows system administration, including patching and Active Directory
• Located within a one hour commute of Milton Keynes., Do you currently hold SC level of clearance? Yes/No
• Approximately how many years experience do you have working in an IT support environment?
• Please outline your experience of working in application support within a Linux environment, including Linux system administration.
• Where do you currently live?

Job Types: Full-time, Permanent

Pay: £35,000.00-£45,000.00 per year

Benefits:

• Company events
• Company pension
• Health & wellbeing programme
• On-site parking
• Private medical insurance

Application question(s):

• Are you able and willing to work on-site with our client in Milton Keynes three days a week?
• This role is a 'Restricted' role which means the role holder must already be Security Cleared (SC) to be considered.