FSCS • London & Homebased

Web Support Analyst

Employment type:  Full time
Salary:  £37,800

3–4 days/week at home

Fully flexible hours

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.


• 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


• 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


• 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.

Company benefits

Open to part-time employees
Open to job sharing
Open to compressed hours
Enhanced maternity leave – 26 weeks
Enhanced paternity leave – 26 weeks
Adoption leave
Shared parental leave
Work from anywhere scheme – 4 weeks working overseas per year
26 days annual leave + bank holidays
Work from home allowance
Pregnancy loss leave
Teambuilding days
An additional 20 days dependants leave.
Private medical insurance for your whole family.
Employees are largely happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are very happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that most people work flexibly
Employees feel that they can mostly manage how they get their own work done

Working at FSCS

Company employees


Office locations

City of London

Hiring Countries

United Kingdom

Awards & Achievements

Finance & Insurance

Finance & Insurance

Industry awards 2023
Most flexible companies

Most flexible companies

Flexa100 2023