Exeter/Reading/Hybrid
We're a friendly, dynamic and supportive team. We encourage being bold, dreaming big and active, curious minds, both in our performance as a team and individually. We actively promote involvement in the development and direction of our products and services, as well as finding new and more efficient ways to work. We love to get together to do great work and be sociable. As well as this we offer:
1. Competitive salary
2. 25 days’ holiday plus bank holidays, with optional 5 days unpaid leave per year
3. Annual lifestyle allowance of £300 to put towards an activity of your choice
4. Pension matched up to 6% for the 1st 3 years and matched up to 10% thereafter
5. Private Health Insurance – currently via Vitality
6. Group Income Protection Scheme
7. Matched funding for Charitable fundraising
8. Cycle to Work scheme and Gym Flex scheme
9. Internal coaching/mentoring system throughout your time here
10. Focus on training and career progression
11. Family friendly policies
12. Free parking
The Opportunity
As a 2nd Line Technical Support Analyst, you will act as second line support for the investigation of technical issues and drive resolutions for the customer by applying technical expertise, product knowledge and problem-solving skills. You will ensure that enquiries, incidents and requests are resolved in a professional and timely manner, maintaining accurate ticket and documentation at all times.
The role will involve:
13. Maintaining motivation and focus within a highly technical team, developing a strong culture of technical and customer service excellence
14. To work closely with the other Technical Analysts within the team to ensure the smooth functioning of Landmark Solutions platforms and provisioned services
15. To ensure and assure ownership of issues through to resolution.
16. Where and when the resolution of the ticket falls outside of your own knowledge and skillset then to interface to the other groups/teams within the company ensuring that tickets are managed to resolution.
17. To support and substitute for, when necessary, the first level support Customer Service Operators.
18. To provide proactive support in responding to customer enquiries, diagnosing, and deciding on most appropriate solution and acting accordingly whilst ensuring that all the Service Level Agreements targets are met
19. Actively look for opportunities to innovate and improve services and reduce incidents
20. To follow ITIL processes and to ensure company policies and standards are met
About You
You will have gained experience in a technical service desk role with the ability to analyse problems and provide solutions. You will be dedicated to providing exceptional customer service with excellent attention to detail and communication skills.
You will also have/be;
21. Knowledge of IT systems and applications troubleshooting skills
22. The ability to manage multiple tasks and work under pressure
23. Technically competent
24. Knowledge of Technologies and Applications: C#, Azure, SQL, VisualStudio, .Net, Azure SQL Server, PowerBi, JIRA, Confluence
25. Knowledge of ITSM Toolsets (preferably Zendesk)
26. Knowledge of IT security (firewalls, anti-virus, etc) is desirable
27. Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc) is desirable
28. Microsoft Certified Professional or equivalent
29. CompTIA A+ or equivalent