L1 Application Support Engineer

Job Description

Overview

Application Deadline: 12 October 2025

Department: Infrastructure & Support

Employment Type: Permanent – Full Time

Location: Glasgow/Hybrid

Reporting To: Head Of Application Support

Description

We’re looking for proactive and customer-focused L1 Application Support Engineers to join our growing support team. As the first point of contact for our customers, you’ll play a key role in delivering high-quality application support, managing incoming requests, and ensuring issues are logged, triaged, and resolved in line with service level agreements.

This role offers the opportunity to work across a varied customer base, supporting business-critical applications, carrying out system health checks, and contributing to ongoing service improvements. You’ll be part of a collaborative team working on a rotational shift pattern (days, backs, nights) and will gain exposure to a range of technologies, including Azure Active Directory, Windows Server, and MS-SQL.

If you’re a problem-solver with excellent communication skills, experience in service desk operations, and a passion for delivering great customer service – we’d love to hear from you.

Key Responsibilities

• Providing 1st line application support ensuring all requests for support are logged, categorised, and triaged to ensure SLAs are met
• Carry out initial investigations and troubleshoot where possible to resolve issues
• Escalate incidents to 2nd line support engineers as required
• Ensure the ticketing system is up to date and accurate at all times
• Participating in proactive maintenance and health check activity across our customer base
• Support the deployment of release and configuration changes following our Change Management procedures

Shift Pattern: You will be rota’d to one of three rotating shifts (dayshift, nightshift, backshift).

Skills, Knowledge and Expertise

Required:

• Previous experience as an L1 support engineer, or relevant technical experience that would allow you to confidently assess & respond to issues relating to our application
• Excellent written and oral communication skills are essential
• Solid experience in logging and triaging support tickets
• Strong problem-solving skills
• Understanding of SLA tracking
• Experience in using and updating service desk software

The successful candidate must be based in and able to travel regularly to either our Glasgow Office – G1 1RE, or our Edinburgh Office, EH12 5HD.

Service Desk Operations

• Ticket Management
• ITIL

System Administration

• Azure Active Directory/Entra ID
• Active Directory
• Windows Server 201x

Desirable

• Educated to HNC level or equivalent in IT-related subject

Database Administration

• MS-SQL – particularly Azure SQL Database

Scripting

• PowerShell/Bash

Benefits

• 26-day annual leave package – plus public holidays for your base location area
• An extra day off for your birthday! (even if it falls on a weekend)
• Salary exchange pension scheme
• The option to buy extra annual leave days
• Annual Company & Personal Performance Bonus Awards
• Employee Nominated On-The Spot Bonus Program. Ranging from £100 – £5000!
• Employee-Referral Scheme
• Private healthcare & hospital cash plan that covers our employees’ partners and dependents.
• Group Life Insurance
• Income Protection
• Length of service awards from 3 years in service
• Regular team-building events and monthly all-staff updates from our CEO
• Opportunities for professional development and growth
• Access to Pluralsight & Udemy
• Gym membership discount
• Byond cashback card – Cashback on purchases from your local high street retailers
• Salary sacrifice cycle scheme – Our cycle to work benefit-pay nothing upfront and save on the cost of a brand-new bike and accessorise. All while saving the planet by reducing your carbon footprint.

Additional

Check out our Employee Benefits video via our social media pages!