Role Summary
The Technical Support Analyst will work alongside the Infrastructure team to cover the wide range of installation services, maintenance and customer support, under the direction of the Infrastructure Team Lead. You will provide technical support and advice to:
* Internal and external customers via phone, email, web based communication tools and remote support tools
* Internal management e.g. Service Managers, Change Managers and Project Managers
* Other internal teams e.g. infrastructure, application support
You will be expected to work shifts to cover the core UK business hours of 08.00 to 18.00 Monday to Friday. There may be a requirement to provide support outside of normal UK working hours and weekends, via an on-call or pre-arranged basis. Department Information
Equiniti provides large scale solutions to major corporate clients and public sector organisations. It is our vision to become a specialist, technology-enabled, data-driven solutions provider, using a unique blend of Equiniti owned, product-focused technology, people and process (re)engineering. Core Duties/Responsibilities
* To provide 2nd/3rd technical support to internal and external customers
* Monitor and manage cases on the support queue
* Own and be responsible for the management of technical support cases within the Service Desk toolset from first customer contact to closure
* Analyse technical problems to resolve or provide detailed information to enable root cause identification
* Restore 'normal service operation' as quickly as possible in the case of disruption
* Ensure timely and effective resolution of customer incidents and service requests in line with service level agreements
* Prioritise functional and hierarchical escalations from customers to ensure they receive the highest level of service
* Prepare and maintain work instructions for technical support activities Skills, Capabilities and Attributes
Essential
* Experience in a similar role supporting customers on technical, software or hardware related issues
* Experience resolving incidents using remote support tools
* A drive to take ownership and responsibility for the tasks assigned to you
* Good incident analysis skills
* Communicates professionally with both clients and colleagues, using interpersonal skills to work with other teams to resolve outstanding issues
* You will be required to successfully complete a Baseline Personnel Security Check (BPSC)
* You may be required to successfully complete a Security Clearance (SC) check
Knowledge and experience of some of the following:
* Desktop support
* SQL Backups
* Backup and recovery solutions using Symantec Backup Exec and HP Data Protector
* Hosting Services
* Has a positive "can do" attitude towards the technical and commercial challenges facing Equiniti and our customers
Desirable
* Educated to HND/Degree or equivalent qualification ideally in an IT related discipline
* Knowledge of ITIL Service Management best practices and ISO standards
* Experience of working with remote teams
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