Robert Half has partnered with a technology business to recruit for an Application Support Analyst. This is a home-based role supporting a busy application support function, providing high-quality technical and customer support to enterprise clients and acting as a key escalation point within the team.
Looking for candidates with experience supporting enterprise clients across workforce management, HR, payroll or CRM applications.
Key responsibilities
1. Provide application and system support to enterprise-level clients, acting as an escalation point for complex issues
2. Take full ownership of customer incidents and service requests through to resolution, working to agreed SLAs
3. Support and mentor junior or new team members within the support function
4. Liaise with internal teams, vendors and account management to resolve customer queries and issues
5. Investigate, diagnose and troubleshoot application, server and database-related issues
6. Carry out scheduled upgrades, server moves, patching and release deployments
7. Install, configure and support workforce management applications
8. Ensure accurate logging, documentation and closure of all support cases
9. Contribute to internal knowledge base articles and technical documentation
10. Communicate clearly with customers, using non-technical language where appropriate
11. Participate in out-of-hours support for premium clients when required
Key requirements
12. Proven experience in an application support or service desk role supporting enterprise customers
13. Strong Windows Server experience
14. Microsoft SQL Server experience
15. Terminal Services / Remote Desktop Services experience
16. Confident troubleshooting complex technical and application issues
17. Strong customer service skills with excellent written and verbal communication
18. Ability to manage priorities, multitask effectively and work under pressure
19. Experience working to defined SLAs and service environments
Salary
20. £30,000 - £35,000 per annum
What's on offer
21. Fully remote, home-based role (Must be UK based)
22. Opportunity to work in a senior, trusted application support position
23. Exposure to enterprise clients and complex application environments
Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training.