Application Support Analyst
Organization: Airbus Defence and Space
Location: Newcastle
Employment Type: Permanent, Full time
Hours: 37 per week
Security Clearance
Must be able to gain UK SC Clearance.
Salary & Benefits
* Competitive salary, annual profit share, contributory pension, share options, car leasing scheme, free onsite parking, season ticket loan, tax‑free technology scheme, discounted shopping and more.
* Work‑life balance: 37‑hour week, flexible working around core hours, Friday afternoons off, hybrid working, up to 2 additional days per month as TOIL, option to buy/sell holiday.
* Personal development: personalised development plan, Airbus Leadership University and unlimited access to 10,000+ e‑learning courses, internal mobility including international opportunities.
* Health & wellbeing: 24/7 online GP and mental health support, Employee Assistance Programme, discounted family health/dental insurance and eye tests, cycle‑to‑work scheme.
* Family and caregiving: life assurance, enhanced pay for maternity, paternity, adoption and shared parental leave, caregiving.
* Inclusive environment: wellbeing room, multi‑faith room, employee representative groups (Gender, LGBTQ+, International, Generational, Disability, Neurodiversity).
Role Overview
A vacancy has arisen for a Software Support Analyst to deliver technical support to Public Safety customers, primarily supporting software used by Emergency Services. The role involves 2nd line support for incidents that have already passed through the customer’s 1st line response, addressing technical issues, investigating communication failures, and ensuring frontline Emergency Services personnel have access to the latest data.
Key Responsibilities
* Respond to incidents in accordance with the customer’s SLA and log incidents in the Incident Management software.
* Investigate communication failures during emergency responses, perform configuration analysis, and conduct site visits if required.
* Engage with the software development team during fault investigation, development and emergency changes.
* Deploy software releases to customer live and test environments.
* Conduct product demonstrations and training remotely or onsite.
* Carry out on‑site annual review meetings, ensuring all actions are followed up within target timescales.
* Attend exhibitions and support pre‑sales initiatives.
Qualifications
* Experience in a customer‑facing applications or software support role.
* Strong general IT skills primarily in a Microsoft Windows environment, Microsoft Office, Google Workspace and Jira.
* ITIL/ITSM awareness.
* Database experience, primarily MSSQL.
How We Can Support You
Many staff work flexibly; please discuss flexibility needs in the interview. We accommodate adjustments for the selection process in a confidential manner. As a Disability Confident Employer, Airbus UK offers an interview to applicants who consider themselves to have a disability or long‑term condition and meet the minimum criteria for the role.
Equal Opportunities & EEO Statement
Airbus is committed to achieving workforce diversity and inclusive working environment. Applications are welcomed from all backgrounds. Airbus is an equal opportunities employer; no monetary exchange is required for recruitment.
Application Information
By submitting your CV you consent to Airbus storing and using your information for monitoring purposes related to your application and future employment. This information will only be used by Airbus.
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