2nd Line Support Analyst

Burton Commercial
20000.00 GBP Annual
14 Sep 2017
30 Sep 2017
Contract Type
My client are expanding their team and are looking for dedicated 2nd Line Support Analysts.

They are a fleet, leasing and rental management software and driver risk services company.
The Technical Support Analyst is a skilled role that takes care of incoming requests and identifies the appropriate priority and the action to be undertaken e.g. handle service requests, resolve incidents, identify and resolve problems proactively, test product service pack releases and assure software quality. All customer requests are logged, controlled and monitored to meet the level of strict service standards.
As a 2nd Level position a good understanding of technology, and support management fundamentals are important with fleet experience ideal. However, communication, influencing and change management skills are essential in ensuring a team ethic is strong throughout the customer experience.

To become a key member of the Customer Support Team you will need to be a self-starter, willing to work hard and be able to fit in well within a small team.

The 2nd Level Technical Support Analysts provide technical support and user assistance to customers and other members of staff. Duties include:
• Be the senior point of escalation - handle complex and difficult issues to achieve prompt resolution.
• Responsible for the management/co-ordination of all assigned calls and tickets throughout the support and remediation life-cycle including providing the customer with timely and accurate updates.
• Providing customers with product usage advice and guidance.
• Identifying and managing the appropriate priorities and required actions (e.g. escalation).
• Running SQL scripts on MS SQL Servers.
• Writing SQL scripts to correct data.
• Have strong SQL skills, being able to write complex queries in an appropriate way.
• Have strong SQL Infrastructure/Administration skills.
• Providing updates and detailed product release information.
• Collating product enhancement suggestions.
• Contribute to the attainment of internal and external KPI and SLA compliance
• Communicate regularly with team members through team meetings and individual review sessions.
• Contribute to the maintenance of product release notes and the distribution of product manuals.
• Help maintain and manage the central knowledge base libraries for the benefit of the team and the standardisation of responses to the customer.

In return my client are offering a competitive salary and other great benefits including a very reasonable holiday package.