Job Description
Broster Buchanan are partnered with a growing business in the domestic heating and energy industry who are looking for a 1st/2nd line Application Support Analyst to join their IT team in Romford. The role offers genuine progression with hands on development, funded training, and new opportunities as the business continues to grow. The role offers a salary of £35k - £40k and will be based onsite in Romford, with an occasional need to travel to other sites with expenses covered, and an occasional need to work weekends, which will be paid as overtime. This is mainly an office based role, but there is flexibility to work from home where needed.
Key Responsibilities
* Provide 1st and 2nd line technical support for software, operating systems, and hardware.
* Apply structured troubleshooting methodologies, diagnostic tools, and root-cause analysis to resolve issues efficiently.
* Use help-desk or ticketing systems to log, track, prioritise, and resolve incidents in line with service level agreements (SLAs).
* Escalate issues appropriately and follow established incident management and escalation procedures.
* Document support interactions, including client enquiries, troubleshooting steps, and resolutions, to ensure accurate tracking and reporting of support activities.
* Create, update, and maintain high-quality support documentation, knowledge base articles, and troubleshooting guides.
* Deliver in-person or virtual training sessions (via Teams) to new and existing users, with a focus on business processes, system navigation, and best practices.
* Support in-house contract operations for contractors working within the sector, ensuring systems and processes operate smoothly.
* Work closely with product development, engineering, and customer success teams to diagnose complex issues, share insights, and support product improvements.
* Provide feedback on recurring issues, potential enhancements, or software bugs to help optimise system performance.
* Utilise help desk, ticketing, and case management tools to manage support workload.
* Support configuration, updates, and usage queries relating to internal platforms and operational systems.
Requirements
* Strong understanding of software, operating systems, and technical troubleshooting processes for 1st and 2nd line issues
* Experience working with ticketing systems, help-desk tools, or incident management platforms.
* Proven ability to create and maintain technical documentation or knowledge bases.
* Experience delivering user training, both in person and online.
* Excellent communication skills, with the ability to explain technical concepts in a clear, user-friendly way.
* Ability to multitask, prioritise, and adapt to changing deadlines in a fast-paced environment.
* Full UK Driving Licence and own transport
* Experience supporting contractors or operational teams within a similar industry (domestic heating/energy etc) would be highly beneficial
* Familiarity with CRM platforms or workflow management software would be beneficial
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