2nd Line Support Analyst

Recruiter
Capita Internal Resourcing
Location
Chelmsford, UK
Salary
Competitive
Posted
31 Jul 2019
Closes
29 Aug 2019
Ref
1222787635
Contract Type
Permanent
Hours
Full Time
Becoming a 2nd Line Support Analyst with Capita Education Software Services:

We are looking for a 2nd Line Support Analyst who has experience in working directly with customers to help resolve issues primarily in 2nd Line Support. The individual must have experience in SQL, Unix and Shell Scripting within a multi-platform environment.

The individual will work in the Libraries Support team, reporting directly to the Support Team Lead. It is important that the individual is self-motivated and has an analytical approach to investigating problems and providing solutions. The analyst must be able to prioritise cases against business and customer demands; whilst working under pressure to meet pre-defined SLA's.

What you will do:
  • Pick up and progress 1st Line Support cases, with minimal supervision, within a specified timeframe
  • Take ownership for the analysis of 2nd Line Support cases assigned. If necessary, involving external teams/suppliers to gain more information; progressing through to resolution.
  • Liaise directly with the customer to progress cases; regularly making contact to report progress and understand and address their individual issues and concerns
  • Work with the Support, Consultancy and Development teams to upskill on Capita Libraries products and services.
  • Contribute to the wider Libraries team; providing input to the Sales process where necessary.

Your experience will include:
  • A minimum of 3 years commercial experience in 2nd Line Support
  • Analytical approach to problem solving
  • Experience of Solaris administration - hardware replacement & server performance analysis
  • Experience of Sybase administration - database expansions, corruption analysis & resolution
  • Solaris and Linux network administration knowledge
  • Experience of RDBMS (e.g. Sybase) and SQL
  • Experience of working on multiple platforms including Solaris and Linux

About Capita Education Software Services

Capita Education Software Services creates software that helps education institutions meet their commitment to make sure that every student has the best possible opportunity to succeed. We work with 22,000 schools, 220 further education colleges and universities in 46 countries, providing instant access to information on emerging trends and highlighting areas of excellence and underperformance. Joining us, you'll improve decision making, simplify communication with staff, parents and students and raise standards in teaching and learning.

Capita Education Software Services are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers' needs, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day's holiday, company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now. We understand you might have some questions before taking the step to apply - you can contact Hannah Fraser () for guidance.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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