A great client based in Gerrads Cross is looking for 2nd line Technical Support Analyst to come and join the team at their offices based 5 days a week.
- The role is technical so an IT qualification/degree is required
- Knowledge and experience with the following - Application Support/ Windows/ Databases/ Remote Access Tools A hands-on and enthusiastic person who is quick to learn
- You'll have at least 2 years 2nd line support experience
- Experience working with service desk ticketing tools (Jira)
- Work effectively with a high degree of autonomy
- Excellent interpersonal and communication skills and enjoy working in a fast-paced environment
You will be working on interesting and challenging problems in the healthcare sector and contribute to solving real-world problems.
Roles & Responsibilities
- They are looking to build a team of experienced, collaborative, support engineers who will work together to provide enterprise-level assistance. We have many customers who require close support to ensure they have an excellent experience with our products.
- You will be focusing on working directly with our customers to identify the necessary activities required to complete each client's implementation and ensure that the activities are performed in a timely, high-quality manner.
- They are a friendly and open-minded team, and we're looking for people who will thrive by collaborating and implementing improvements to our approach to support.
Roles & Responsibilities
- Take incoming support calls from customers and provide assistance as required.
- Monitor incoming support tickets and ensure response within the agreed SLAs.
- Analyse customer issues, diagnose and resolve where possible.
- Escalate the issue for assistance from the development team if required.
- Maintain and track and close support issues on Jira.
- Install and customise applications for new customers.
- Run training sessions for new users.
- Test bug fixes released by the development team before delivery to the customer.