Application Support Analyst

Application Support Analyst (Level 2)

Location: Dublin

Contract Type: Long-Term Contract

Work Mode: Hybrid

Overview

Act as the first point of technical ownership for application issues received by email: triage accurately, resolve known cases, escalate complex ones to Level 3, and maintain the support AI agent’s knowledge base.

Key Responsibilities

• Case logging: Receive cases by email, log them, and acknowledge receipt.
• Triage: Confirm symptoms, assess impact and urgency, gather evidence (screenshots, error messages, reproduction steps), and set priority.
• AI agent query: Check for known issues, documented fixes, and workarounds; apply and verify solutions; confirm resolution with Level 1.
• Escalation: Forward unknown issues or suspected bugs to Level 3 with full handover (observations, attempted fixes, affected users, reproduction steps).
• Knowledge base management: Identify gaps in the AI agent’s knowledge base and record them systematically.
• Collaboration: Work with Level 3 to close knowledge gaps by gathering technical detail, drafting articles/procedures, and ensuring reliable AI usage.
• User communication: Keep users informed throughout case handling, including after escalation, and close cases only upon confirmed resolution.

Essential Requirements

• Experience: Demonstrable Level 2 (or above) application support background.
• Judgement: Ability to distinguish user error, configuration issues, and genuine defects.
• AI usage: Practical experience using AI assistants/agents at work, with sound judgement on when to trust or verify answers.
• Communication: Clear, plain written communication with non-technical users; ability to write reliable documentation for colleagues and AI agents.
• Learning agility: Evidence of quickly learning unfamiliar systems and becoming a trusted point of contact within weeks.

About our Company:

PFH Technology, owned by Ricoh – a globally recognised Japanese ICT organisation – is a leading provider of end-to-end ICT solutions and managed services across Ireland. With a strong nationwide presence and a team of over 750 dedicated professionals, PFH Technology delivers innovative cloud, infrastructure, cybersecurity, and managed service solutions for SMEs and large enterprise organisations.

Note: No visa sponsorship is available for this role.

Website: www.pfh.ie