Web Support Analyst

The Vacancy

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 prioritise incoming support tickets, 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 front end 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.

About Us

For the past 21 years, FSCS has been getting customers of failed authorised financial services firms back on track.

Our strength is in our numbers. Since 2001, we have helped 6.5m customers and paid back £26bn in compensation. Over the years we have continually strived to be better, faster, and more empathetic to our customers’ needs in an ever more complex financial world. Our people have worked together to make sure we can offer protection and reassurance every step of the way, even during the toughest of times over the last two years. FSCS is an organisation that makes a difference, and in which our people truly make a difference.

We have grown from modest beginnings in 2001 to helping customers during historic events such as the 2008 banking crisis and supporting vulnerable customers during the pandemic. As a result of this success, FSCS has become increasingly respected, insightful, and influential in the regulatory eco-system. It is an exciting time in our journey as we now have an opportunity to play a bigger role in breaking the cycle of rising consumer harm and costs; by being part of a system that is about prevention rather than cure.