2nd Line Support Analyst

£30000 per annum
13 Apr 2017
11 May 2017
Recruitment Genius Ltd
Contract Type
Full Time
This leading supplier of Software to the UK hospitality sector, is looking to recruit a 2nd Line Support Analyst.

The Support Analyst will have a proven track record of supporting and maintaining key business applications.

This particular role will involve second line support for a number of instances of client business critical database applications, troubleshooting and determining the appropriate course of action to resolve incidents with minimal disruption, analysis of issues' cause and determination of resolution.

Main Features of the Role

The role is pivotal within the IT team, delivering against set service level agreements. Good communication is essential within the small team, assisting as required to ensure an excellent service is delivered to the customer base


- Analysis and determination of resolution for second line support desk incidents in accordance with established standards, policies, procedures, configuration guidelines and service level agreements
- Working with MS SQL Server database technologies - SQL, TSQL, Stored Procedures, Functions, Triggers and Views
- Interfacing with the customer via the Helpdesk during the investigation/resolution of incidents
- Utilising application knowledge to effectively troubleshoot, diagnose and resolve problems
- Responding to ad-hoc data requests and recommending and maintaining a library of data extract and report requirements for subsequent production use
- Performing daily preventative maintenance checks to detect/resolve issues before they impact the business
- Providing system advice to the first line support team
- Recommending and developing defect fixes and small enhancements

Essential Skills

- Industry experience within similar roles, with a knowledge of incident management processes
- 3+ years technical expertise developing/supporting web based and - SQL Server applications
- 4+ years experience in SQL and TSQL, SSIS, SSRS
- Excellent communication and documentation skills
- Team Player who appreciates the value of an essential role in a small - IT team

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