[Hiring] Third Line Support Analyst @TotalMobile

Role Description

As a Third Line Support Analyst , you'll be the technical escalation point for some of our most complex rostering challenges, owning critical customer issues from initial investigation through to resolution. You'll combine deep technical analysis with strong stakeholder communication, using SQL, application knowledge and structured troubleshooting techniques to investigate application, configuration, data and integration issues impacting frontline workforce operations.

• Investigate complex incidents and identify root causes.
• Validate defects and work directly with Development teams.
• Support release planning and ensure customers receive clear, timely updates throughout the issue lifecycle.
• Maintain service confidence during major incidents by gathering evidence and analysing root causes.
• Identify recurring themes and opportunities to improve product performance and support processes.
• Manage complex Jira cases and support software deployments, database updates, and post-release validation activities.
• Share knowledge, create troubleshooting guides, and coach colleagues to improve first-time resolution.

Qualifications

• Experience in Application Support, Software Support or Technical Operations.
• Rostering, Scheduling or Workforce Management experience.
• Previous software development experience.
• Strong SQL Server and database troubleshooting skills.
• Experience investigating complex customer-impacting incidents.
• Experience in customer-facing roles with the ability to simplify complex technical information.
• Jira or similar ticket management experience.
• Excellent problem-solving and root-cause analysis abilities.
• The confidence to work independently on technically challenging issues.

Requirements

• Exposure to VB, VB.NET or other legacy technologies (bonus points).
• Experience supporting public sector customers (bonus points).
• Knowledge of APIs, integrations and data interfaces (bonus points).
• ITIL awareness (bonus points).

Benefits

• Join a market-leading technology business that helps over 500,000 frontline workers.
• Opportunities for professional development and skill enhancement.
• Work alongside talented technical experts to solve complex real-world challenges.
• Contribute to a business investing heavily in its products, people, and technical capabilities.

Company Description

Totalmobile supports over 500,000 users and, following its recent merger with Solvares, now forms part of one of the most comprehensive Field Service Management and workforce optimisation providers in the international market. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds, and viewpoints.