Aim for the role:
An exciting opportunity to join a well-established and dynamic team based in Haddenham, with colleagues also based in international operations.
As First Line Technical Support Analyst you will demonstrate exceptional product knowledge and be responsible for providing fast and efficient support to a variety of customers.
This role is a hybrid opportunity and is ideal for those who live in Haddenham or the nearby locations to minimize commuting.
Primary Duties:
- To provide assistance to various products within our product suite.
- To manage an assigned call list by responding and closing issues within the specified Service Level response times.
- To maintain all internal customer databases of support and licence related entries.
- To investigate persistent software issues and log these via the internal systems with as much evidence as possible
- To ensure that all work carried out is of high quality.
- To ensure that all work carried out conforms to any Company Standards that are in force at that time.
- To represent the Company and its products in a professional manner at all times.
- To liaise with other members of the Company where necessary to effectively carry out the requirements of the position.
- To perform where instructed regression testing on any of the company’s products to the required degree of accuracy.
- Other tasks and duties as requested by the Support Manager.
Secondary Responsibilities
- Work to SLA thresholds for incident(s), request(s) and problem(s)
- Establishing a good working relationship with the business’s Product Support Manager and all other members of the Support Team.
- Keep up to date with advancements in technology
Ongoing Requirements
- To keep abreast of all changes made to supported products and to the hardware and operating system advancements relevant to them.
- Regularly submit
Qualifications:
Essential
• At least one year’s experience in an office-based environment.
• To hold a GCSE qualification in English at grade B or above (or an equivalent qualification).
• Excellent level of accuracy and attention to detail.
• Good communication skills oral and written.
• An excellent working knowledge of Microsoft Office products, particularly Word, Excel and Outlook, as well as knowledge of and experience of using database driven software applications.
• Ability to demonstrate a logical and analytical approach to tasks.
• A team player.
• Good time keeping.
Desirable
• Educated to A-level standard/BTEC or equivalent or above.
• A “can do” attitude.
• Can use initiative.
• To be flexible.
