About Us
Buddle was founded to address the growing demand for reliable and efficient staffing solutions across diverse industries globally. Our mission is to seamlessly connect businesses with skilled professionals, fostering long-term partnerships that benefit both parties. At Buddle, we prioritise trust, value, and sustainability in every staffing solution we provide.
About the Role
We are looking for a highly analytical, proactive, and technically skilled Application Support Analyst / L2 Technical Support Engineer to join our client's technology team within the railway technology and signalling industry. The company develops and supports technology solutions that improve the operational delivery of rail services, including traffic management systems, simulation and training systems, digital platforms, and other business-critical applications. The role will support the implementation, monitoring, maintenance, and ongoing operation of these systems to help ensure reliable and effective service delivery.
The ideal candidate has a strong Level 2 Application or Technical Support background, with hands-on experience across Linux and Windows environments, networking, infrastructure, and application troubleshooting. You will be comfortable investigating complex technical issues, analysing system logs, working with monitoring and ITSM tools, and collaborating with both technical teams and customers to resolve incidents effectively. Rail industry experience is not required. Experience supporting business-critical applications, systems, or technology environments where reliability and service continuity are important will be highly relevant.
This is a remote role supporting business-critical systems and will require the ability to work independently within a structured 4-on, 4-off overnight shift environment.
Key Responsibilities
Application Monitoring & Incident Response
- Monitor internally developed applications, infrastructure, and customer environments for system health, availability, and performance.
- Monitor system alerts and proactively triage incidents based on severity, urgency, and business impact.
- Provide Level 2 application and technical support for business-critical systems.
- Investigate application, operating system, infrastructure, and connectivity issues across Linux and Windows environments.
- Analyse system logs and technical information to identify issues and potential root causes.
- Perform structured troubleshooting and implement or recommend appropriate resolutions.
- Respond to support requests and incidents within agreed service level agreements (SLAs).
- Escalate complex issues to relevant technical teams and subject matter experts while providing clear technical findings and supporting information.
- Support remote incident resolution and assist with technical activities required to maintain service availability.
Technical Support & Systems Administration
- Support and maintain applications, systems, and associated technical equipment in accordance with documented designs and procedures.
- Perform software installations, updates, configurations, troubleshooting, and application deployments.
- Support on-premise, cloud, and hybrid infrastructure environments.
- Assist with maintaining system configurations and ensuring operational readiness.
- Support monitoring solutions for applications and infrastructure environments.
- Troubleshoot network connectivity and infrastructure-related issues.
- Apply knowledge of standard networking protocols, ports, and network services when investigating technical incidents.
- Assist with the configuration and troubleshooting of network devices such as switches, routers, and firewalls where required.
- Use network monitoring and analysis tools to investigate connectivity, performance, and infrastructure issues.
- Procure, configure, and issue replacement hardware and devices when required.
- Utilize ITSM and CRM platforms such as ServiceNow, Zendesk, ServiceDesk, ServiceHub, or similar tools to log, track, manage, and resolve incidents and service requests.
Technical Collaboration & Stakeholder Support
- Work closely with internal technical teams, developers, engineers, and subject matter experts to investigate and resolve complex technical issues.
- Communicate effectively with customers and internal stakeholders regarding incidents, technical issues, progress, and resolutions.
- Translate technical information into clear and understandable updates for non-technical stakeholders where required.
- Engage with technical teams to understand requirements, evaluate technical solutions, and support the implementation of best practices.
- Contribute to the implementation and support of new technologies and technical solutions.
- Build effective working relationships with stakeholders across different technical and operational functions.
- Provide guidance and knowledge-sharing to other technical colleagues where appropriate.
Documentation & Continuous Improvement
- Clearly document incidents, service requests, troubleshooting activities, and solutions within the ITSM system.
- Maintain accurate technical documentation, operational procedures, and support records.
- Prepare incident reports, post-incident reviews, and root cause analysis (RCA) documentation where required.
- Contribute to and maintain internal knowledge bases and technical support documentation.
- Identify recurring issues and recommend improvements to reduce future incidents.
- Identify opportunities to improve technical processes, support procedures, and operational efficiency.
- Contribute to continuous improvement initiatives and raise process improvement opportunities through the appropriate channels.
- Support the adoption of DevOps and Agile practices within the technical support environment.
Other Responsibilities
- Ensure timely and effective resolution of incidents in accordance with agreed SLAs and internal service expectations.
- Maintain accurate records of technical activities, incidents, system changes, and resolutions.
- Follow incident management, change management, and operational support procedures.
- Understand and follow documented operating procedures, maintenance instructions, and technical guidelines.
- Support business continuity by participating in system monitoring and operational readiness activities.
- Maintain a strong focus on system reliability, service quality, and customer experience.
- Participate in training, product familiarisation, and knowledge-sharing activities as required.
About You
- 3+ years of experience in Application Support, Level 2 Technical Support, Systems Support, Infrastructure Support, or a similar technical role.
- Strong hands-on experience supporting both Linux and Windows operating environments.
- Experience with system and network configuration, software installation, troubleshooting, and system maintenance.
- Strong troubleshooting skills with the ability to analyse system logs and identify potential root causes.
- Working knowledge of Bash scripting for troubleshooting, automation, or routine technical tasks.
- Solid understanding of networking fundamentals, including TCP/IP, standard internet protocols, ports, and network services.
- Experience with network monitoring and analysis tools.
- Experience troubleshooting or configuring network devices such as switches, routers, and firewalls.
- Experience supporting on-premise, cloud, and/or hybrid infrastructure environments.
- Experience supporting applications or systems where reliability, availability, and timely incident resolution are important.
- Experience using ITSM or CRM platforms, such as ServiceNow, Zendesk, ServiceDesk, ServiceHub, or similar tools.
- Strong analytical and problem-solving skills with the ability to conduct structured technical investigations.
- Experience conducting root cause analysis (RCA) and documenting technical incidents and resolutions.
- Excellent written and verbal English communication skills.
- Experience working in a customer-facing technical support environment is highly regarded.
- Ability to communicate effectively with both technical and non-technical stakeholders.
- Familiarity with DevOps and Agile methodologies.
- Basic knowledge of SQL is advantageous.
- Strong organisational skills with excellent attention to detail.
- Comfortable working independently with minimal supervision in an incident-focused support environment.
- A proactive, self-led learner with the ability and drive to investigate unfamiliar technical issues and develop new technical knowledge.
- Comfortable collaborating with multiple technical teams and stakeholders.
- Resilient and able to manage workload effectively in a fast-paced, business-critical support environment.
- Comfortable working overnight shifts and supporting business-critical systems outside standard business hours.
- Willingness to work a 4-on, 4-off shift pattern consisting of 12-hour shifts, providing 24/7 operational coverage.
- Rail industry experience is not required; experience supporting business-critical systems or essential business services is highly relevant.
Finer Details
Working Pattern:
Remote / Home-Based
4 days on / 4 days off
12-hour overnight shifts
Shift hours: 6:00 PM – 6:00 AM
The role provides support for business-critical applications and systems requiring 24/7 operational coverage.
Training and onboarding will follow a structured schedule before transitioning to the regular 4-on, 4-off overnight shift pattern.
Occasional participation in training, technical workshops, product familiarisation, or other client activities may be required.
Salary: 70,000 - 100,000Originally posted on