Junior Application Support Analyst is part of the Application Management team and provides Level 2 support for software used by internal statistics teams. The position focuses on troubleshooting and resolving known and documented issues within defined procedures and escalating unfamiliar or complex problems to third-level support.

• Monitor and manage incoming support tickets using Jira as the main tool for tracking and communication.
• Investigate and resolve routine incidents related to application functionality, primarily for statistical software systems.
• Follow established documentation and procedures for problem resolution, ensuring consistent application of solutions.
• Utilize SQL to query databases, analyze errors, and support the resolution of standard data- or report-related incidents.
• Execute Unix commands to assist with problem diagnostics, file handling, and basic system checks as required.
• Collaborate closely with more senior application support staff to expand technical knowledge and gain deeper product expertise over time.
• Document new findings and solutions encountered in the support process, contributing to the knowledge base.

The scope of the role will evolve as familiarity with the supported systems and processes increases, allowing for gradual exposure to more complex issue resolution.

We are looking for candidates who are genuinely eager to start their career in IT support, demonstrate a true desire to learn, and thrive in a dynamic environment with numerous ongoing projects. The ideal profile is someone who approaches problems with curiosity and persistence, seeking to deepen their technical expertise over time.

The type of person who will excel in this position possesses the following qualities and background:

• Proactive learner: Shows a natural inclination to develop new skills and expand their knowledge, especially in SQL and Unix, and is comfortable with a steep learning curve.
• Responsible and detail-oriented: Committed to following established procedures and documentation carefully, ensuring consistency and reliability in all troubleshooting activities.
• Collaborative mindset: Understands the importance of teamwork and has the humility to escalate more complex issues to senior support when necessary, prioritizing the bigger picture over individual glory.
• Technically curious: Enjoys exploring how systems work, eager to experiment with SQL queries and Unix commands, and quick to familiarize themselves with new tools such as Jira.
• Strong communicator in English: Able to articulate problems clearly and professionally, both in writing and verbally, to colleagues and stakeholders.
• Adaptable and resilient: Comfortable in a fast-paced support environment where priorities can shift, ready to take on increasing responsibilities as their knowledge grows.

We value candidates who are at the very beginning of their IT careers but show clear signs of potential and ambition, particularly those with a foundational understanding of SQL, basic competency in Unix commands, and familiarity with ticketing tools like Jira. Most importantly, we seek individuals who view each new incident as an opportunity to learn and are motivated by continuous improvement.