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Technical Support Advisor / Service Desk Analyst Job Type: Full-time Location: Redhill - On Site Role Salary: Up to £25,000 per annum (Plus £2,500 shift allowance, and £1000 Night shift allowance, if candidate wanted to do night shift) Exciting opportunity to join a global telecommunications organisation in a Technical Support Advisor role as part of their Global Customer Support Centre (GCSC). The successful candidate will be a proactive team member, eager to grow within the company and committed to delivering exceptional customer support. Day to Day of the role: Provide 1st and 2nd line technical support for product, service, and billing enquiries, focusing on military and commercial maritime and land-based customers. Monitor VSAT Networks and BGan POP, assisting with line up and service issues, and ensuring quick resolution of network or customer-related problems. Liaise with internal projects and engineering teams and manage the Escalations email inbox. Respond to customer enquiries promptly, ensuring customer expectations and SLA's are met. Log all calls/emails and maintain Microsoft CRM or Freshdesk for team clarity, escalating issues when necessary. Monitor GCSC associated infrastructure, investigate alarms, issue outage reports, and act on high usage alerts. Manage cases through to resolution, escalating to internal and external resolver groups as needed. Pursue technical training and share knowledge with colleagues, contributing to the team's continuous improvement. Required Skills & Qualifications: Customer-facing experience with a confident and clear telephone manner. Computer literacy and a keen commercial awareness. Ability to obtain Security Clearence Experience working in a similar customer facing Technical Support type role Ability to work independently and take initiative. Experience in some form telecommunication/communication systems would be a beneficial Preferred experience with Inmarsat and/or VSAT, and technical knowledge of maritime and land mobile systems. Familiarity with customer IT networks/systems and network operations. Benefits Summary (full details can be provided in due course) 25 days Leave Matched Pension contribution of up to 7.5% Private Medical Insurance and Life Assurance
We are looking for a QA Engineer to join our growing business developing a wide range of market-leading InsurTech solutions. You will join us at an exciting time as we focus increasingly on cloud/SaaS solutions, upgrading existing products to new technologies and modern UX, as well as developing brand-new applications. As a QA Engineer, you will work alongside other engineers as part of a close-knit Scrum team to ensure our products meet high levels of reliability, maintainability, usability, and performance. The Role Define test strategies to support the development of the SaaS Platform Solution Working closely with the QA lead to ensure any concerns relating to achieving QA objectives as agreed are discussed and resolved. Working closely with the scrum master(s) to ensure definitions of ready and done are in place, meet QA expectations (linked to QA strategy) and are well understood, implemented, and enforced within the team Work with the Product Owner and the Technical Lead to help define User Stories and acceptance criteria Define story-level test plans in collaboration with software engineers using techniques such as 3 amigos to achieve high levels of test automation Develop automated tests at all levels of the testing pyramid UI, API, system, integration, and unit tests Execute a wide range of functional/non-functional automation tests Review and debug product and test code to identify defects or performance bottlenecks Coordinating regular defect triage and collaborating with the product owner(s) to ensure bug backlogs are kept up to date in line with the organisation quality standard Analyse test data and produce test reports for relevant check-points or milestones Ensure that a clear level of quality is defined, agreed, and communicated for every release/milestone/deliverable to prevent misinterpretation or false expectations on the level of quality Participate in Agile/scrum activities (sprint planning, stand-ups, retrospectives), striving to continuously improve the team velocity, its processes and engineering practices Participate in software design meetings and work with software engineers to ensure testability and best practices are built into the product architecture and code Investigate new test tools/methodologies and integrate them as part of the team practices and continuous integration processes, also liaising with other teams to share knowledge and best practices. The Requirements Proven automation test scripting experience in API testing using RestSharp Proven ability to drive automation first culture in the development team. Excellent verbal and written communication skills, able to clearly articulate your thoughts, and receptive to the views of others Proven experience in working in software quality assurance roles within an Agile environment Proficient in software test development using object-oriented languages (C#, Java) Deep understanding of software testing, its main concepts, and processes: different testing levels, methods, and types; test estimation techniques Natural curiosity with advanced analysis and problem-solving skills and meticulous attention to detail Ability to carry out root cause analysis on pipeline failures and share the interpretation with the development team. Ability to review requirements and structure an appropriate test strategy / test plan Proven ability to think out of the box while defining edge case test scenarios on the solution Appreciation of current and emerging test-related technologies and methodologies Other highly desirable, but not essential skills are: Experience in Azure cloud infrastructure and IaaC especially in writing Pulumi Integration test. Experience in writing and executing non-functional tests using automation tools like Azure Load Test and JMeter. Experience in working on a SaaS platform solution Experience in developing tests at integration, component, and unit test levels Experience in continuous integration and delivery Experience with software project management tools (Azure DevOps, Jira) Exposure to risk driven testing and test driven development (TDD) WTW is an equal opportunity employer WTW believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at WTW. (ICTTECH TD202442)