Application Support Analyst providing support for American Pacific Mortgage's software applications. Ensuring operational efficiency by tracking and resolving end - user issues effectively.
About the role
- Junior Technical Support Engineer handling Jira Service Desk tickets and troubleshooting core product issues. Collaborating with teams to contribute to product improvements and customer support.
Responsibilities
- Get hands-on with the platform from the outset, resolving the majority of Jira Service Desk tickets within SLA and contributing to faster, clearer responses for customers.
- Take ownership of troubleshooting across core product areas, independently diagnosing issues within your first months and reducing the need for escalation.
- Identify recurring issues as they emerge, escalating them promptly and contributing structured insights each quarter that strengthen product and engineering decisions.
- Support high-risk and out-of-hours changes with thoughtful preparation and clear communication, ensuring customers maintain trust throughout critical releases.
- Seek out workflow improvements and partner with teams to implement meaningful changes over your first year, helping shorten the path to resolution for repeat issues.
- Take on simple development tasks as your confidence grows, increasing the number of support-led fixes and strengthening the team’s ability to resolve issues end-to-end.
Requirements
- Built a foundation in technical support, whether through 1–2 years in a similar role or through a technical degree, apprenticeship or personal projects that show genuine capability.
- Demonstrated strong analytical and problem solving skills, with the ability to break down issues and work methodically towards a clear resolution.
- Communicated clearly and constructively with customers and colleagues, tailoring your approach to the situation and keeping people informed as you work.
- Developed a working understanding of technical concepts such as application architecture and cloud based systems, with some hands-on exposure to coding or scripting (for example Python, JavaScript or SQL), and shown the drive to deepen that knowledge quickly.
- Contributed to high quality customer outcomes by being organised, attentive to detail and thoughtful about the experience you create.
- Used tools like Jira Service Desk or similar platforms, or shown the ability to pick them up quickly.
- Shown curiosity and initiative in your own learning, whether through side projects, mentoring others, taking on stretch work or proactively developing new skills.
- Taken ownership of your time and work, staying composed under pressure and working well with others in a collaborative, fast-paced environment.
Benefits
- £5,000 training and conference budget for individual and group development.
- 25 days of holiday plus 8 bank holidays (33 days total).
- Company pension scheme via Penfold.
- Mental health support and therapy via Spectrum.life.
- Individual wellbeing allowance via **Juno**.
- Private healthcare insurance through AXA.
- Income protection and Life Insurance.
- Cycle to Work Scheme
- Top-spec equipment (laptop, screens, adjustable desks, etc.).
- Regular remote and in-person hackathons, lunch and learns, socials, and game nights.
- Team breakfasts and lunches, snacks, drinks fridge, and a fun office at The Ministry
- Exceptional opportunities for personal development and growth as we build something remarkable together.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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