Web Support Analyst

Job Description

My Role

As a Web Support Analyst, you will play a crucial role in ensuring the smooth functioning and optimal performance of web-based applications, websites, and related systems. You will be responsible for providing technical support, troubleshooting issues, and collaborating with cross-functional teams to deliver exceptional user experiences.

In addition to the core responsibilities outlined below, the role of a Web Support Analyst offers a valuable opportunity to explore and learn software development practices.

My Priorities- What I will deliver

Application Support

• Manage and prioritize incoming support tickes, incidents, and service requests, adhering to defined SLAs (Service Level Agreements) to meet or exceed customer expectations.

• Analyse and diagnose technical problems related to web applications, servers, databases, and other infrastructure components, employing systematic troubleshooting methodologies.

• Maintain comprehensive documentation of support procedures, troubleshooting steps, and best practices to facilitate knowledge sharing and continuous improvement within the team.

• Work closely with developers, test engineers, system administrators, and other stakeholders to escalate and resolve technical issues, coordinate system upgrades, and implement enhancements.

• Monitor system performance metrics, identify potential bottlenecks or areas for improvement, and implement optimisations to enhance the speed, reliability, and scalability of web applications.

• Coordinate and direct suppliers where 3rd party suppliers are required to deliver the end-to-end support capability, ensuring end-users are regularly updated on progress against their service request /incident /problem /change request.

General

• Undertake any other IT related duties as required in line with the business needs

• Actively promote and embody FSCS values

• Suggest technical and process improvements and discuss their applicability with the development manager.

My Knowledge- What I need to know

Understanding of the following Technical Skills is beneficial but not essential:

• Agile and SCRUM

• Azure Application Insights

• Azure cloud platform

• Azure DevOps or similar tool

• Azure Functions

• Azure Web Apps

• Content Management Systems

• HTML 5.0, CSS 3.0, JavaScript, and Bootstrap

• ITIL experience and qualifications

• JSON, XML, XPath, and XSLT

• Microsoft .NET 4.7 or higher using C#.

• Microsoft SQL Server 2012 or higher

• OWASP Top 10 security framework

• PowerShell or Azure CLI

• T-SQL

• Version control and branching methodologies using GIT.

• Visual Studio 2020 or higher

Functional Competencies

• Ability to work on your own initiative whilst at the same time adhering to IT policies and procedures.

• Excellent customer facing skills, with a professional and helpful manner.

• Willingness to record, capture and document all tasks and projects without exception through the appropriate IT process/procedure.

• Provide reports on progress, risk & issues in a controlled and specific manner to the Development Manager

• Good organisation skills with a logical, analytical approach to solving IT problems and the ability to prioritise work to meet demands and deadlines of both IT support and IT development

Experience

• Defect Management prioritisation and resolution using a ticket management tool.

• Understanding of web development frameworks like .NET and React.js can be beneficial for supporting modern web applications and collaborating with development teams.

• Familiarity with web server technologies such Microsoft Azure, Azure Functions, Microsoft Internet Information Services (IIS) is valuable for understanding server configurations, managing web hosting environments, and troubleshooting server-related issues.

• Basic knowledge of database management systems (DBMS) such as MSSQL, is useful for troubleshooting database connectivity issues, executing queries, and performing data migrations.

• Familiarity with browser developer tools (e.g., Chrome DevTools, Firefox Developer Tools) and debugging techniques helps diagnose and resolve frontend issues related to HTML, CSS, and JavaScript.

• Understanding of networking concepts including TCP/IP, DNS, HTTP/HTTPS protocols, and network troubleshooting tools is valuable for diagnosing connectivity issues and optimising web performance.

• Knowledge of performance monitoring tools to help identify performance bottlenecks, analyse system metrics, and optimise web application performance.

• Understanding of RESTful APIs, JSON/XML data formats, and API authentication mechanisms enables integration with third-party services and development of custom API endpoints.