Technical Support Analyst
A leading software corporation is hiring a Technical Support Analyst to join a team of first-line support professionals who will work closely with the second-line and DeVops / Engineering teams to provide software investigation and incident resolution.
To be successful, you must have experience in ITIL, Windows troubleshooting, basic networking (LAN/WAN,IPS, Internet, and basic IT Security (Firewalls, Anti-Virus, etc). Our client is offering a salary up to £28,000 + hybrid working + excellent benefits to join an established team with career progression opportunities.
Responsible for day-to-day 1st line application support.
* Responsible for monitoring of a ticket queue to ensure the resolution of incidents and service requests within SLA.
* Support for all project releases and code fixes following ITIL change and release principles.
* Working alongside Problem management function, identifying and mitigating trends.
* Documenting processes and producing user guides or other artefacts that support the change management function.
* Maintaining and enhancing practical and operational relationships with third party suppliers.
* Working with the testing team and business to scope and schedule testing activities
Core skill set:
* A strong communicator, with proven experience in Service Desk / Software Support is essential.
* CompTIA A+ or equivalent.
* ITIL v3/v4 Foundation or previous Service/Support Desk experience is essential
* Basic Windows troubleshooting skills is essential
* Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc) is essential
* Basic IT security knowledge (firewalls, anti-virus, etc) is essential
* Experience of technical authoring both internal (knowledge base) and customer-facing support documentation or articles.
Benefits: 25 days holiday + bank holidays / Life style allowance / Pension 10% / Private Health / Career development/training