Technical Support Analyst

Support (Theale) · Theale, Berkshire
Department Support (Theale)
Employment Type Full-Time
Minimum Experience Mid-level

What it takes to be an IMImobile employee

 

Common attributes for all employees:

• Security awareness

• Passion for customer delivery

• Team player with ability to take ownership and see things through to completion

• Risk awareness approach to things (e.g. what could possibly go wrong, and what do we do when it does)

• Communication skills (written and verbal)

• Ability to manage upwards

• Flexibility

• Eye towards continual improvement quality awareness

Narrative about the actual environment: Rapid change (towards simplicity), transition to cloud-first, transition to product focus. Real opportunity to drive change

 

Skills Required 

• Clear communication, including empathy, feedback and responses with all customers & suppliers (via phone, email etc)

• Proven ability to learn quickly and on the job

• Determined to react quickly and in a pro-active way in response to customer needs

• Working knowledge of web/internet applications and their structure beneficial

• Understanding of relational databases and client/server applications

• Ability to understand commercial impact of technical issues

• Technical and system documentation

• Technical application experience (Eg. SQL Server/T-SQL)

• Technical skills using multiple operating systems (Eg, Windows 2008 server, 2012 server, Windows 7 & 8 etc)

• General office applications (inc Microsoft Office - Outlook, Word, Excel, Visio, Sharepoint)

 

Objectives

• This is a technical customer support analyst role based in our Theale office (near Reading), working as part of a small but critical team, to deliver exceptional technical support to our customer base

• The team has responsibility for all technical post sales activity at both 1st and 2nd line level, supporting 300+ customers, across multiple platforms and platform versions

• The team has responsibility for some technical pre-sales support (such as web portal demonstrations and service provisioning. NOT a sales role whatsoever)

• All customer activity is SLA based, to ensure continuity of service is provided at all times

• Infracast customers have diverse and specific business needs, so our team often need to make fast but informed decisions to prioritise and support customer requests  

 

Responsibilities

• To be an ambassador for IMImobile Intelligent Networks, and our partners who you could be representing at any time, in all engagements with customers

• Responding to customer queries (calls, emails, work requests) and then logging and taking action accordingly, including prioritisation and compliance with customer SLA’s

• Responding to system generated alerting, including the utilisation of a range of investigation and resolution activities

• Liaising with other IMImobile Intelligent Networks colleagues, suppliers and partners for resolution of incidents and to implement process improvements

• Triage of incidents and intelligent escalation where appropriate

• Assisting in root cause analysis where appropriate, Eg:

o Reviewing system log files

o Understanding and searching SQL code (or other tools as appropriate)

o Analysis of data within Excel (or other tools as appropriate)

• Updating customer communications and documentation, Eg:

o Emails

o Change log

o Incident log

o Tickets

o Work requests

• Administrative activities for provisioning and support customer environments, Eg:

o Create new customer web portals or network level data connections

o Regression testing of new implementations and changes

o Changing message routing

o Custom reports

o Maintaining customer & supplier information

• Producing customer reports as required

• Training customers on the utilisation of our products

• Balancing workload to deliver against tight customer requirements, schedules & SLA’s

• Cover the on-call rota as required; our services are 24x7x365 (normal pattern is 7 days in 28, but this may vary when there is a need for additional cover)

• Additional tasks deemed necessary for the success of our business

• Some travel may be necessary 

Thank You

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  • Location
    Theale, Berkshire
  • Department
    Support (Theale)
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level