Application Support Analyst

Reports to: 
Head of Support Services
Reference : 
Closing Date: 
Thursday, March 31, 2016
Skill Area: 
Techical Support
Service Support Centre

Company background

Axios Systems is an international IT Service Management software company developing, implementing and supporting assyst, a sophisticated and high-value business software solution.  We specialise in delivering Help Desk and IT Service Management solutions to large blue-chip organisations and to the public sector while offering world class, best practice consultancy solutions.

Axios Systems is headquartered in Edinburgh with offices across the Americas, Europe, Middle East and Asia Pacific. The Axios Service Centre, based in the West End of the city provides multi-lingual, 24x7 support to our growing customer base, globally. This support ranges from “how do I” questions to installation, configuration, diagnostics and performance investigations across a complex suite of applications, running on a variety of Application Server and Database platforms.


Job purpose

Axios Systems is currently recruiting for an Application Support Analyst to join our expanding team.

To accurately record, progress and resolve internal and customer related issues
To liaise within the cellular support structure and other resolving groups to achieve prompt and accurate resolutions of issues
To participate in continuous improvement of the delivered service
To work as part of a team supporting Axios Systems products on various operating systems as well as a large number of database platforms
To provide support across a variety of shifts and patterns, including evening, night, and weekend shifts


Successful candidates will be integrated into a small team and assigned a mentor. A structured training programme will provide the foundation knowledge necessary for the role. 

Job responsibilities

To undertake Service Centre Support and project work, including;

  • Provide excellent customer support for the Axios Systems suite of applications running on a variety of operating systems
  • Investigate, diagnose and resolve issues involving SQL Server and Oracle databases
  • Progress and resolve installation, configuration and performance issues with JBoss application servers (Websphere knowledge an advantage)
  • Work closely with internal and external resolver groups, to provide a seamless and excellent support experience to customers
  • Commitment and ability to continuously self-improve and develop through participation in internal training programmes, self–study training , and online-training courses  
  • Provide an element of desktop support to the internal Axios users (previous Desktop Support knowledge an advantage)

Skills and experience

Essential Desirable
Demonstrable experience in the provision of customer service (not necessarily IT) Basic knowledge and awareness of ITIL
Two+ years experience of installing and /or maintaining Windows XP, Windows 7 and 8 Windows Professional support (Servers, Desktops, Networking)
Two+ years experience of configuring and maintaining a mainstream database product such as Microsoft SQL Server, Oracle, DB2 or MySQL.
Ability to create and amend SQL- queries and updates 
Two+  years’ experience of supporting internal or external customers on a range of complex applications  
Ability and commitment to learning new technologies and applications quickly Reporting experience. SSRS, Crystal Reports etc.
Excellent organizational skills

Exposure to basic web development

Attention to detail with a high standard of English (grammar and spelling) both written and spoken Experience with client side tracing tools and analysis of logs
  Administration, configuration, deployment and sizing of one or more J2EE systems such as JBOSS, WebSphere or WebLogic
  Proficiency in one or more additional language (German or French)a benefit,  but not essential


The organisation will offer a comprehensive benefits package to the successful candidate.

For more information about career opportunities:



+44 (0) 131 220 4748


+44 (0) 131 220 4281

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