Overview
As an Application Support Analyst at Storyteq, you’ll be a key part of keeping our systems running smoothly, especially our in‑house MarTech tools that teams across the business rely on every day. You’ll be the go‑to person when colleagues or clients need technical support, helping them troubleshoot issues, resolve tickets, and keep everything moving. Your problem‑solving skills and calm, customer‑focused approach will make a real difference to their experience and to the ongoing success of our products. Standard working hours are between 08:00 and 18:00 across three shift patterns (8-4.30, 9-5.30, 9.30-6).
Responsibilities
* Provide second-line technical support to internal teams and external clients.
* Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes.
* Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement.
* Manage and prioritise support tickets and incidents using our Jira Service Management tool.
* Create and maintain documentation for support processes and solutions, including knowledge base articles in Confluence.
* Prioritise and handle ad-hoc projects alongside daily responsibilities.
* Support the service desk team with tasks including investigating and testing.
* Create and oversee Change Requests while collaborating with other teams to successfully complete assigned tasks.
How I will succeed
* Accountability to the Application and Development Support Team Lead.
* Bugs/issues escalated to the associated Development Teams and tracked accordingly.
* Assist in resolving ongoing issues reported through Monitoring and ITSM tools.
* Complete comprehensive in‑house training on our products to acquire and master technical knowledge through the internal training portal.
* Proficiency in troubleshooting and solution‑oriented thinking.
* Experience with ticketing systems and service management processes with excellent communication and interpersonal skills.
* Ability to thrive in a fast‑paced, dynamic environment with meticulous attention to detail and strong prioritisation skills.
* Be willing to participate out of hours for deployment and maintenance tasks.
* Experience or exposure to technical support through studies, internships, or prior roles is welcome.
* Proficiency in SQL and relational databases.
* Extensive knowledge of Networking and Infrastructure fundamentals is highly desired.
* Experience with Google Cloud Projects or other Cloud Computing is highly desired.
* Experience using Web API tools such as Postman, Insomnia, Console is highly desired.
* Knowledge of programming languages such as C#, .NET, Java, NodeJS, VueJS, and AngularJS is advantageous.
* Knowledge of monitoring tools such as Datadog and New Relic is advantageous.
* Knowledge of deployment tools such as Argo CD and Octopus is advantageous.
* Knowledge of ITSM and software management tools such as Jira and Confluence is advantageous.
Benefits
* 25 days’ holiday + bank holidays – we understand the importance of downtime.
* Annual Wellbeing Day – an additional day to look after wellbeing.
* Pension Scheme – saving towards retirement.
* Corporate Medical Cash Plan – claim back medical treatment costs.
* Online savings through our community platform with daily deals.
* Employee Assistance Programme – we prioritise employee wellbeing.
* Cycle to Work Scheme – save on commuting costs.
* Monthly Employee Awards – Employee of the Month with a £250 bonus.
* Charity fundraising with a paid Volunteer Day.
* Referral scheme – earn £1,500 for successful referrals.
* Wellbeing Programme – access regular wellbeing workshops and champions.
* Enhanced Family Friendly Leave – support for family life.
Diversity and Inclusion
We value diversity and champion equal and fair treatment for all applicants, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality. We are committed to increasing visibility and recognition of talent from under‑represented groups within our organisation and the wider industry. At the end of the day, we look after ourselves, each other, and the planet, because we’re stronger together.
ITG has community groups (ERGs) available to employees, including Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together, and Women In Tech Together.
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