Application Support Analyst / L2 Technical Support Engineer

About the role

We are looking for a highly analytical, proactive, and technically skilled Application Support Analyst / L2 Technical Support Engineer to join our client's technology team within the railway technology and signalling industry. The company develops and supports technology solutions that improve the operational delivery of rail services, including traffic management systems, simulation and training systems, digital platforms, and other business-critical applications. The role will support the implementation, monitoring, maintenance, and ongoing operation of these systems to help ensure reliable and effective service delivery. The ideal candidate has a strong Level 2 Application or Technical Support background, with hands-on experience across Linux and Windows environments, networking, infrastructure, and application troubleshooting. You will be comfortable investigating complex technical issues, analysing system logs, working with monitoring and ITSM tools, and collaborating with both technical teams and customers to resolve incidents effectively. Rail industry experience is not required. Experience supporting business-critical applications, systems, or technology environments where reliability and service continuity are important will be highly relevant. This is a remote role supporting business-critical systems and will require the ability to work independently within a structured 4-on, 4-off overnight shift environment.

What you'll do

• Monitor internally developed applications, infrastructure, and customer environments for health, availability, and performance.
• Triage and provide Level 2 support for incidents across Linux and Windows environments, resolving within agreed SLAs.
• Analyse system logs and troubleshoot application, infrastructure, and connectivity issues to identify root causes.
• Support on-premise, cloud, and hybrid systems, including software installs, updates, and network/device troubleshooting.
• Escalate complex issues to technical teams and communicate clear updates to customers and stakeholders.
• Log and document incidents, resolutions, and RCAs using ITSM/CRM tools (e.g. ServiceNow, Zendesk).
• Maintain knowledge base and support documentation, and recommend improvements to reduce recurring issues.

Requirements

• 3+ years of experience in Application Support, Level 2 Technical Support, Systems Support, Infrastructure Support, or a similar technical role.
• Strong hands-on experience supporting both Linux and Windows operating environments.
• Experience with system and network configuration, software installation, troubleshooting, and system maintenance.
• Strong troubleshooting skills with the ability to analyse system logs and identify potential root causes.
• Working knowledge of Bash scripting for troubleshooting, automation, or routine technical tasks.
• Solid understanding of networking fundamentals, including TCP/IP, standard internet protocols, ports, and network services.
• Experience with network monitoring and analysis tools.
• Experience troubleshooting or configuring network devices such as switches, routers, and firewalls.
• Experience supporting on-premise, cloud, and/or hybrid infrastructure environments.
• Experience supporting applications or systems where reliability, availability, and timely incident resolution are important.
• Experience using ITSM or CRM platforms, such as ServiceNow, Zendesk, ServiceDesk, ServiceHub, or similar tools.
• Strong analytical and problem-solving skills with the ability to conduct structured technical investigations.
• Experience conducting root cause analysis (RCA) and documenting technical incidents and resolutions.
• Excellent written and verbal English communication skills.
• Experience working in a customer-facing technical support environment is highly regarded.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Familiarity with DevOps and Agile methodologies.
• Basic knowledge of SQL is advantageous.
• Strong organisational skills with excellent attention to detail.
• Comfortable working independently with minimal supervision in an incident-focused support environment.
• A proactive, self-led learner with the ability and drive to investigate unfamiliar technical issues and develop new technical knowledge.
• Comfortable collaborating with multiple technical teams and stakeholders.
• Resilient and able to manage workload effectively in a fast-paced, business-critical support environment.
• Comfortable working overnight shifts and supporting business-critical systems outside standard business hours.
• Willingness to work a 4-on, 4-off shift pattern consisting of 12-hour shifts, providing 24/7 operational coverage.
• Rail industry experience is not required; experience supporting business-critical systems or essential business services is highly relevant.

About Buddle

Buddle was founded to address the growing demand for reliable and efficient staffing solutions across diverse industries globally. Our mission is to seamlessly connect businesses with skilled professionals, fostering long-term partnerships that benefit both parties. At Buddle, we prioritise trust, value, and sustainability in every staffing solution we provide.

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