2nd / 3rd Line Support Analyst

10 Jan 2018
08 Feb 2018
Contract Type
Full Time
2nd / 3rd Line Support Analyst Role - Software / Applications Support

Day to day you will be working as a 2nd & 3rd line support analyst in a support team, who pride themselves on their ability to solve complex issues and provide top class service.

Responsibilities include:
  • Provision of a high level of support to our retail and institutional customer base, via phone and email;
  • Fault logging, tracking and escalation following defined processes;
  • Problem diagnosis/resolution;
  • Active monitoring of production system estates, via established tools;
  • Plan and prioritise work load without supervision;
  • Maintain team performance to meet or exceed platform SLAs;
  • Customer liaison;
  • Working to defined ITIL and ISO 27001 processes;
  • Maintaining and enhancing team documentation;
  • General systems support.

Candidates should have:-
  • Previous experience working in a software support environment;
  • Previous experience working in a help desk / service support team;
  • Practical experience working with Microsoft SQL server / SQL;

This job requires a keen interest in computer systems, a logical working approach and a feel for detail. It is important that candidates possess an excellent command of written and spoken English. An ability to act on your own initiative is essential, as is a willingness to own an issue and see it through to resolution.

This is a full time position on a shift rotation, plus additional pay benefits through on-call shifts that are also on rotation, including weekends and bank holidays.

Successful candidates will report to the Support Team Manager.

Career development via technical, commercial or administrative roles can result from experience within the support team.

Knowledge of some or all of the following is desirable:
  • Microsoft Server software and architecture (including key components such as IIS and NLB)
  • Digital Certificates;
  • Microsoft IIS hosting.

Knowledge of some or all of the following would be beneficial:
  • Linux Operating Systems and command line interfaces;
  • Network architecture, TCP/IP, DNS;
  • ITIL and ISO27001;
  • Financial systems / Share trading.

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This job was originally posted as www.cwjobs.co.uk/job/79131497