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We are seeking an experienced 2nd line Technical Support Analyst, a team player with excellent verbal and written skills. The successful candidate must be able to work under pressure in a busy environment and have an aptitude for logical problem solving.
To work as part of a team delivering professional customer support to external customers on range of products, assisting them with software problems via phone, email, web or at site. You will have a calm and confident nature with the experience to confidently deal with telephone and email queries from customers efficiently and effectively. Queries may cover software, hardware, environmental, technical or programming issues. Attention to detail is important as is the ability to progress all outstanding calls and ensure they are resolved within SLA's.
In addition, you will utilize a variety of problem-solving techniques including tests on data and programs, researching existing documentation and the internet, use of the knowledge base and liaising with other members of staff and teams, to resolve customer issues.
Reporting to Support Team Leader the core responsibilities of the position are to:
Troubleshoot customer support cases in a timely manner - meeting and exceeding SLA's
Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer
Serve as 2nd Line support within the Helpdesk team
Keep clients informed of progression with issues and provide follow up as necessary
Collaborate with other departments or offices as necessary to expedite resolutions
Promote and maintain a high quality, professional, service-oriented company image among clients
Provide pro-active support assisting the Professional Services teams with remote upgrades, implementations and updates to the internal and external knowledge base
Previous experience of working in an IT support role ideally supporting software applications, (an IT based degree and / or MCP qualification would be an advantage)
Excellent desktop support knowledge
Knowledge and experience of SQL, IIS and web based applications
Experience of database integrations to third party is desirable
Good technical understanding of the basic IT systems including databases and networks
Proficient in database queries
Your Personal Characteristics will include:
Excellent communication skills, particularly over the telephone with the ability to explain technical issues clearly both verbally and in writing
Logical and analytical, with a methodical approach to problem-solving
Solution-focused, with ability to prioritise
Persistent and resilient under pressure
Accurate, with high attention to detail
Team Player, with the ability to work under own initiative and willing to take personal responsibility for issues
Self-motivated, resourceful and keen to learn and share knowledge
Enthusiastic, motivated, empathetic and professional
Able to manage multiple priorities
Flexible and conscientious
Good team player, yet willing to take personal responsibility for resolution of issues
Proven ability to meet deadlines
Proven ability to problem solve and teach others
Lots of scope within an expanding division of a global software parent group, within a friendly, personality driven environment.
There is no need to provide bank account details or payment to any person or organisation when applying for vacancies. If these details are requested for any vacancy you see with us, please report it to us via our contact page.
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