Note: The job is a remote job and is open to candidates in USA. Buddle provides staffing solutions that connect businesses with skilled professionals and support long-term partnerships. The company is seeking an Application Support Analyst / L2 Technical Support Engineer to monitor, troubleshoot, maintain, and support business-critical railway technology applications and infrastructure across Linux and Windows environments. The role includes incident response, systems and network support, stakeholder collaboration, documentation, and continuous improvement in a remote overnight shift environment.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- Ability to communicate effectively with both technical and non-technical stakeholders
- Familiarity with DevOps and Agile methodologies
- 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
- Remote / Home-Based
- Experience working in a customer-facing technical support environment is highly regarded
- Basic knowledge of SQL is advantageous
Benefits
- Remote / Home-Based work arrangement
- Structured training and onboarding before transitioning to the regular shift pattern
Company Overview