Application Support Analyst

PayPoint plc; Welwyn Garden City; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology firm in Welwyn Garden City is seeking a Senior IT Recruiter to provide technical and application support across a retail network. The ideal candidate will have strong customer service skills and a problem-solving mindset, with experience in a Windows-based environment and 1st/2nd line support. This hybrid role requires 2-3 days a week in the office, offering competitive benefits including a contributory pension scheme and private medical insurance.

Benefits

25 days holiday plus bank holidays

On-site gym and corporate-rate gym membership

Online benefits portal

Contributory company pension scheme

Private medical insurance

Life assurance

Qualifications

• Experience in a Windows-based, 24/7 environment.
• Background in 1st and/or 2nd line support.
• Ability to communicate effectively with both technical and non-technical stakeholders.

Responsibilities

• Provide technical and application support across our retail network.
• Manage incidents and changes raised via our ticketing system.
• Investigate root causes and escalate issues to 3rd-line support when needed.
• Support system integrations and new installations in live environments.

Skills

Customer service skills

Problem-solving mindset

Effective communication

Tools

IIS Server

Transact-SQL queries

Splunk

Job description

Senior IT Recruiter at the PayPoint | We're hiring at the PayPoint Group!

Why are we recruiting?

Are you passionate about technology and eager to build or grow your career in IT support? At PayPoint, we’re looking for enthusiastic and motivated individuals to join our Application Support Team. This is your opportunity to play a key role in supporting and evolving a function that underpins our technology across the UK.

At PayPoint, we pride ourselves on being at the forefront of innovation. If you have a genuine interest in operating systems, devices, applications, and software – and enjoy solving problems – this could be the perfect role for you. Whether you’re a recent graduate or an experienced IT professional, we’d love to hear from you.

This role is hybrid, with 2–3 days a week in our Welwyn Garden City office. Our team operates on a 7‑day rota to cover Contact Centre opening hours:

• Monday‑Friday: Range of shifts between 8am – 8pm

What will you be doing?

As an Application Support Analyst, you’ll provide technical and application support across our retail network, covering 30,000 sites. This includes our PayPoint One, PayPoint Mini, EPOS systems, and back‑office platforms.

Your responsibilities will include:

• Delivering technical and application support to retailers and colleagues.
• Managing incidents and changes raised via our ticketing system.
• Investigating root causes and escalating issues to 3rd‑line support when needed.
• Supporting system integrations and new installations in live environments.

What would we like from you?

We’re looking for someone with strong customer service skills, a problem‑solving mindset, and the flexibility to adapt to change quickly. You’ll need:

• Experience in a Windows‑based, 24/7 environment.
• Background in 1st and/or 2nd line support.
• Ability to communicate effectively with both technical and non‑technical stakeholders.

Bonus Skills (Nice to Have):

• Experience with transaction processing systems.
• Knowledge of IIS Server.
• Familiarity with ITIL principles.
• Experience with Transact‑SQL queries.
• Knowledge of Splunk or similar monitoring tools.

What can we do for you?

• Holiday purchase scheme, with 25 days holiday plus bank holidays.
• On‑site gym (free) and nationwide corporate‑rate gym membership.
• Online benefits portal offering discounts on shopping and holidays.
• Contributory company pension scheme.
• Progression and Development.
• Private medical insurance and life assurance.
• Additional benefits available at a discounted rate.

At PayPoint, we're committed to creating an inclusive culture where everyone can thrive and feel a sense of belonging. PayPoint is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.