Technical Support Analyst -Windows VMware Linux - Banking 32-36k

Recruiter
Tribus Consulting Ltd
Location
Englefield
Posted
14 Apr 2018
Closes
21 May 2018
Contract Type
Permanent
Hours
Full Time

My client is a global software house based in Reading .

They have a role for a technical support analyst .

To provide exemplary technical support to customer base across a range of deployed and cloud payment solutions. The focus is on getting it right first time and striving to delight customers with each interaction.

JOB RESPONSIBILITIES

  • Support customers with diverse enquiries and provide high quality information at all times.
  • Case management via phone, portal and email (logging, acknowledgements, updates and completion of all case notes).
  • Case diagnosis and resolution; case routing where further levels of technical support are necessary; execution of correct escalation procedures when appropriate.
  • Achieve a minimum of 90% of calls answered within 20 seconds and an abandoned call rate of less than 2%
  • Crisis management support in the event of a Sev1 Critical incident.
  • Working with customers, third parties and internal departments to diagnose and resolve all types of customer issues.

Experience and Qualifications

The ideal candidate would have:

  • At least two years’ experience in a Service Delivery or Technical Support role
  • ITIL experience / qualification (Foundation or other)
  • A demonstrable understanding of computers, with a focus on Windows servers and networks
  • Experience of Windows server operating systems 2008+
  • Experience of Desktop operating systems Windows 7 +
  • Experience of Windows domains and Active Directory
  • Experience of networking
  • Understanding of diagnosis steps using MS Command Prompt
  • Understanding of Linux/Unix (command line)
  • Some knowledge of APIs
  • Basic knowledge of MSSQL

o Understanding of SQL administration

o Use of SQL Management studio

o Understanding of simple SQL queries

o Understanding of DB and table structure

  • Experience working with 3rd party software and software diagnosis
  • A knowledge of Direct Debits or other similar banking processes (payments or collections) would be an advantage
  • Formal training in computer science.

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