Salary:

£35,000.00 - £40,000.00 / annum

Location:

London

Date posted:

17th October 2019

Employment type:

Permanent

Job reference:

06030-0011216953

Staffing area:

Technology


Description

Technical Support Analyst -(Application Support)

This is an exciting chance to work within a large government-based business based in the heart of the city, Moorgate, London. You will be working for a large global company who have a strong presence in the UK. This role offers a chance to progress quickly and potentially move to other offices based around the world.

Job Description

As Technical Support Analyst (Applications focused) you will be solving 3rd and 2nd line support tickets. You will be liaising with Technical Consultants and making sure all the queries are resolved. Come use our state-of-the art technology tools and your unique problem-solving skills to help our customers maximize their use.

What You'll Do:

  • Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
  • Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use
  • Maintain and develop expert product knowledge
  • Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs)
  • Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency

Skills & Requirements

Who You Are:

  • You have previous experience in a SaaS Technical Support role (nice to have - not essential)
  • You have excellent customer service skills - the ability to communicate clearly and concisely while also empathetic, accurate, compassionate, resourceful and conscientious
  • You have experience with third line (development) support and bug fixing
  • You have proven analytical, technical and problem-solving skills
  • You have the ability to evaluate, troubleshoot and follow-up on customer issues; replicate and
  • You are comfortable in a fast-paced environment, work with large amounts of information, able to prioritise tasks and manage multiple projects on tight deadlines
  • You have a positive attitude and a flexible approach
  • You have a passion for software and technology
  • You have the ability and patience to explain complex concepts to non-technical customers or colleagues

Ideal candidates also have some experience with:

  • Databases and SQL (MySQL and MS SQL) (basic experience needed)
  • Basic HTML, CSS and JavaScript skills (Nice to have)
  • Amazon Web Services (AWS) (Nice to have)
  • Troubleshooting applications/server hardware/networks/Windows 2008/2012 OS (Must have)
  • Software as a Service (SaaS) support experience (Nice to have)
  • Using help desk software (Freshdesk, Zendesk, Salesforce.com or other CRM platform preferred)
  • Jira or another software engineering workflow application (Nice to have)

Excellent benefits on offer

25 days holidays

Pension

Gym

Healthcare

On-site training and workshops

A chance to travel

Bonus

The salary range/rates of pay is dependent upon your experience, qualifications or training.

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Where rates of pay or salary ranges are detailed these are dependent upon your experience, qualifications or training. If you wish to apply for this position please read our Privacy Notice which details how we may use, process, store and disclose your Personal Information: https://www.roberthalf.co.uk/privacy-notice.

Requirements
Technical Support Analyst, Application Support Analyst, Application Support, SQL, Support Analyst


London

10th Floor, The Shard
32 London Bridge Street
London
SE1 9SG
gb
0207 389 6900
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