Job Description

At Nexus, we embrace every challenge, using innovation and technology to transform complexity into opportunity. As the UK's leader in tech-enabled business mobility, we go the extra mile to deliver cutting-edge solutions that drive real impact. We're looking for problem solvers who thrive in fast-paced environments, are excited by change, and share our passion for delivering more than just results - because at Nexus, we lead by example, push boundaries, and succeed together.

Our tech-led approach is for businesses with higher volumes and complex requirements from a range of sectors, whatever the category.

At Nexus, we're always moving forward. As a responsible business, we grow, we innovate, and we relentlessly enhance our tech, so you never have to stop.

This attitude drives everything we do - for our customers, our people and our suppliers - and is grounded in the synergy of four core values.

Never stop evolving Never stop anticipating Never stop committing Never stop collaborating

About the role

As a 1st Line Application Support Technician, you will provide crucial SaaS application support to external customers and businesses. You will assist users of the IRIS platform ensuring efficient ticket logging and effective escalation, and resolution.

In addition to managing and triaging issues, you'll work on continually improving the levels of support and processes; actively identifying areas to improve efficiency and contributing to practice solutions. Key responsibilities will also include actively contributing to our internal Knowledgebase, proactive customer communication, following procedures, creating user friendly documentation and participating in all IT Service Management duties as deemed necessary. This can include Change Management, Problem Management, Incident Management and training.

You will be dedicated to enhancing the overall support experience of our customers, meeting SLAs and facing into support challenges. Your enthusiasm for owning outcomes, your customer-first mindset, and adaptability to change will be key to thriving in this dynamic, fast-paced role.

What you'll do

Act as the first point of contact for Nexus customers and assist in the initial triage, ticket logging and basic application diagnostics. Assist with the management of designated Jira Service Management queues containing tickets and tasks to be completed each day Help customers to effectively use the products and services we make available to them, offering guidance on features and usability, best practice and troubleshooting guidance Always maintain details and organised records to an ITIL and ISO/IEC 27001 standard, ensuring your work is always fully auditable. Work closely with engineering, Product Management, Account Management and IT Service Delivery to escalate and manage complex technical issues. Develop and maintain knowledge base articles for both internal and external consumption Consistently meet or exceed contractual SLA targets and contribute daily to the achievement of implemented KPIs Consistently achieve positive feedback Be proactive in your own product knowledge and consistently seek further training or guidance to ensure you're at the forefront of changes. This is a purely bespoke applications support role and does

not

require technical hardware or IT infrastructure problem solving expertise.

What you'll do

Act as the first point of contact for Nexus customers and assist in the initial triage, ticket logging and basic application diagnostics. Assist with the management of designated Jira Service Management queues containing tickets and tasks to be completed each day Help customers to effectively use the products and services we make available to them, offering guidance on features and usability, best practice and troubleshooting guidance Always maintain details and organised records to an ITIL and ISO/IEC 27001 standard, ensuring your work is always fully auditable. Work closely with engineering, Product Management, Account Management and IT Service Delivery to escalate and manage complex technical issues. Develop and maintain knowledge base articles for both internal and external consumption Consistently meet or exceed contractual SLA targets and contribute daily to the achievement of implemented KPIs Consistently achieve positive feedback Be proactive in your own product knowledge and consistently seek further training or guidance to ensure you're at the forefront of changes. This is a purely bespoke applications support role and does

not

require technical hardware or IT infrastructure problem solving expertise.

About you

Competent user of basic technologies (Windows, O365) and previous usage of Jira Service management would be advantageous. Excellent verbal and written communication skills with the ability to converse easily with people at all career and skill levels. Strong self-learning capabilities and a willingness to make time for your own skill enhancement Exceptional customer service skills demonstrating patience and a real drive to "go the extra mile". Ability to operate effectively and self-motivate, ensuring your productivity whilst both remote and onsite. Receptive to change and comfortable with adapting to continually changing processes and landscapes. Meticulous attention to detail and ensures follow-up up and actions are documented accurately and appropriately. Excellent problem-solving skills with a methodical approach to issue identification, diagnosis and resolution.

Desirable Experience

Experience using Jira Service Management software and other Atlassian products Knowledge or exposure to ITIL best practices or a desire to learn 2+ years in a technical application support or similar customer support role Knowledge of databases and SQL and how these work in SaaS environments
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.

Job Type: Full-time

Pay: Up to 30,000.00 per year

Benefits:

Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Life insurance On-site parking Private medical insurance
Work Location: Hybrid remote in Pudsey LS28 6AA