Support Analyst

  • Location: Edinburgh | Head Office
  • Pay: Competitive Salary and Benefits
  • Apply By: Wed, 28 Feb 2018

Provide support to end customers of assigned Zonal products. Work with product management and the development teams to resolve repeated incidents and problems.

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MAIN DUTIES AND RESPONSIBILITIES



·
Investigation / resolving end user application issues
raised through our support process


·
Regular reporting on system performance and quality


·
Working closely with product and development team to
improve the products


·
Working closely with support teams to diagnose production
issues


·
Involvement in projects





SKILLS, KNOWLEDGE
& EXPERIENCE



Essential



·
Experience of delivering exceptional customer service
within an IT service environment.


·
Experience with relational databases such as Microsoft
SQL Server


·
Excellent written and verbal communication skills in
English – with the ability to clearly articulate solutions to complex
technical problems


·
Ability to work with high-value customer administrators
and developers


·
Experience of configuring monitoring applications


·
Planning and organisational skills; needs to be able to
work to fixed deadlines, be able to establish
efficient and appropriate plans for self and others and adapt quickly and
effectively to unexpected changes whilst still ensuring objectives are met.


·
Customer service; understands and responds to customer
needs (internal and external) and exceeds expectations where possible.


·
Communication and team working; works co-operatively with
others to achieve a common goal and communicates information in a clear,
concise and accurate manner.


·
Problem solving and decision making; requires excellent
problem solving skills and should be able to analyse information appropriately in order to find best solutions and
takes a balanced view to reach logical conclusions and make relevant
decisions.


·
Commercial and organisational focus; demonstrates understanding of overall
business and commercial issues facing company.


·
Commitment to results; is committed to obtaining results through taking responsibility,
demonstrating a positive attitude and ensuring quality is built into work.






CONTEXT



The Technical Support team operate within the
R&D department as a conduit between the Helpcentre forum/support portals
and the development teams. The Technical Support Analyst will be expected to
participate in the design, development and release of new features as well as
support the existing products. The
Technical Support Analyst will also be expected to analyse incident trends
from support issues and undertake problem management of these recurring
issues. The Technical Support Analyst may be expected to provide support
outside of normal working hours.




Contact Us

If you wish to apply for the role, please e-mail your CV to jobs@zonal.co.uk stating your current salary and a brief summary outlining your suitability for the role or apply now by hitting the button below.

If you require any further information please contact our Human Resources department via jobs@zonal.co.uk

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Statement to Third Party Agencies
To ALL recruitment agencies: We only accept CV's from agencies on the Zonal group preferred supplier list. Please do not forward resumes to our applicant tracking system, any Zonal group employees, or any Zonal office. Zonal is not responsible for any fees or charges associated with unsolicited CV's.