Application Technical Support Analyst - £45k-50k

  • Permanent
  • Reading
  • Posted on May 8th, 2019
This vacancy is now closed

Application Support Analyst



Technical Support Analyst required for a leading global service provider.  This is a permanent opportunity to join a growing organisation and join a flexible mature organisation.

You will be working as part of a highly important critical team, to deliver exceptional technical support to a customer base.

The team has responsibility for all technical post sales activity at both 1st and 2nd line level, supporting 300+ customers, across multiple platforms and platform versions.

All customer activity is SLA based, to ensure continuity of service is always provided .

You will be supporting with trend analysis and proactive continual improvement of the Support function.

Key skills and experience include:

  • Good working knowledge of web/internet applications and their structure
  • Technical understanding of relational databases and application protocols
  • Evidenced experience of conducting business analysis activity
  • Technical and system documentation
  • Technical application experience (Eg. SQL Server/T-SQL)
  • Technical skills using multiple operating systems (Eg, Windows 2008 server, 2012 server, Windows 7 & 8 etc)
  • Responding to customer queries (calls, emails, work requests) and then logging and taking action, accordingly, including prioritisation and compliance with customer SLA’s
  • Responding to system generated alerting, including the utilisation of a range of investigation and resolution activities
  • Triage of incidents and intelligent escalation where appropriate
  • Root cause analysis where appropriate, Eg:
    • Reviewing system log files / Understanding and searching SQL code (or other tools as appropriate) / Analysis of data within Excel (or other tools as appropriate)
    • Updating customer communications and documentation, Eg:
    • Emails / Change log / Incident log / Tickets / Work requests / Internal team processes
  • Administrative activities for provisioning and support customer environments, Eg:
    • Create new customer web ports or network level data connections / Regression testing of new implementations and changes / Changing message routing o Custom reports / Maintaining customer & supplier information

Cover the on-call rota as required our services are 24x7x365 (normal pattern is 2 days in 8, but this may vary when there is a need for additional cover) This all remote support – no need to go in to the office whilst on call .


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