Support Analyst One Big Circle – Bristol
Full-Time 37.Formed in 2017, One Big Circle is a fast-growing Bristol technology company that provide “Intelligent Video” solutions. We focus entirely on solving real-world industry problems by fusing new technology in the field of Video, IOT, Cloud and AI providing end to end solutions which allow our customers to dramatically improve their operational efficiency and safety. Our culture is one of high-quality technical delivery and we work at a speed that many industries are unaccustomed to; we have done this by building a team dynamic that challenges and empowers our people and creating an environment where everyone contributes and learns. We are looking for a proactive and motivated individual from any background to join our team to support the business in further growing our flagship award-winning product: AIVR. AIVR (Automated Intelligent Video Review) is a state-of-the-art video technology system used by thousands of people in the rail industry. AIVR has won dozens of awards and is recognised as the market leading solution, but we are building many more opportunities both in existing and new markets which will further accelerate our growth.
You will provide support to the Service Operations Manager and Senior Support Analyst in dealing with customer incidents and requests, maintaining asset management records, diagnosing software application issues and supporting the engineering and product teams with technical tasks, including verification of data generated by machine-learning processes, using a variety of communication channels.
The role would suit a candidate from any background with excellent communication skills, experience providing user support, and answering a wide range of queries relating to software applications.
Although the role is primarily focused on customer support you will have the opportunity to spend time and become involved in every aspect of our organisation, should you desire. We work predominantly in the rail sector across a broad range of cutting edge technology challenges - and an interest in rail would be advantageous.
Learn our application and service to provide technical support.
● Carrying out technical troubleshooting of in-service devices via VPN using command line and GUI.
● Operate our ticketing system for incident management, request fulfillment, and customer communications including phone enquiries.
● Work to predefined procedures and respond to customers in line with company policy.
● Verification of acquired and generated data.
● Perform data quality processes as required.
● Interact with effective asset management processes.
Personal Qualities and Experience
Strong communication skills - written, on the phone and in person.
Experiencing accessing and configuring devices remotely.
Keen interest in information technology.
Familiarity with or enthusiasm for rail.
Previous experience within a service desk, help desk, or technical support role.
Previous application support experience.
Familiarity with MS Office/Google GSuite productivity software (Docs, Sheets)
Auto enrolment Pension Scheme
• 25 Days Holiday plus bank holidays
• Life Assurance
• Private Healthcare Cover
• Work related training courses as required
• Complimentary snacks and refreshments including fresh fruit
• Office - centric role
• Access to Bike to Work Scheme
• Secure bike storage and shower facilities
• Social events