Technical Support Analyst

Advancing People Recruitment Specialists are now recruiting for a Technical Support Analyst for a worldwide, market leading Technology/Software Company who have an office in Hungerford, Berkshire

This role will report into the Global IT Operations Manager. It will suit someone who is passionate about IT and technology and able to act as the point of contact for global clients. The successful candidate will also help shape and develop the services provided, as it continuously improves and evolves.  

Key Responsibilities:

• Pro-actively taking ownership of a wide variety of calls and problems.
• Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreements.
• Effectively and promptly resolving calls, ensuring old calls are kept to a minimum.
• Accurately investigating and resolving complex problems and issues by using analytical, technical, and programming skills and following guidelines.
• Providing workarounds to minimise the impact of problems when this is appropriate.
• Implementing solutions to the customers' best advantage and ensuring the call resolutions meet the working and business practices of the customer.
• Escalating calls and seeking advice when appropriate.

Person Specification:

• Extensive experience in a customer-focused role in a service-oriented environment.
• Extensive experience debugging code in an object-oriented programming language in a professional context.
• A good knowledge of industry standard support procedures and practices
• In-depth Unix and Operating system skills
• Experience of mentoring and/or assisting to develop support personnel
• Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical manner
• Have excellent customer care and strong interpersonal skills

This is a full-time permanent position offering an attractive basic salary of £40,000 Basic + fantastic company benefits

This role also offers flexibility to Work From Home/ Work Remotely / WFH - 2 Days a week

Advancing People - Recruitment Sales Specialists

Advancing People Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.