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Capita
,
Newtownabbey, Antrim
Managed Service Senior Support Analyst
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Job Type: Full-time |
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Overview
Working as part of the AMT-SYBEX Support Services team, this role involves providing support to various client organisations using our solutions. This will include: Logging incidents received directly from end users via phone and email into our Incident Management System. Provide Case diagnosis to inform resolution Progression and Resolution of Incidents, with escalation to 3rd line support and external 3rd parties including Suppliers if required. Proactive application checks & system monitoring Ensure customers are kept updated on progress of reported incidents Prioritisation and management of workload and tasks, working within contractual Service Level Agreements Mentoring/coaching members of the team Work in accordance with AMT-SYBEX policies, procedures and standards Work to an agreed Rota based shift pattern - e.g. 7:30am to 4:00pm, 8:00am to 4:30 pm and 9:00am to 5:30pm. Release and Configuration Management Optional out of hours work. Minimum 3 years IT experience supporting a number of the technologies listed below. At least 2 years' experience in a 2nd line senior role with responsibility for mentoring staff Troubleshooting; ability to analyse and resolve issues. Strong communication skills and the ability to converse effectively using technical and non-technical terms Excellent customer service skills Good technical knowledge of Windows and Linux operating systems Good technical knowledge of Microsoft SQL and Oracle database technology and query tools Previous experience of working in a customer facing technical role Education: Degree Computer Science (or related). The working week will consist of 37.5 hours Monday to Friday. You may be required to cover out of hours weekday and weekend on-call shifts from time to time. Any offer of employment is subject to right to live and work in the UK, satisfactory business references, and vetting checks to include an Application to Access NI (Basis Disclosure) to facilitate Baseline Personnel Security Standard (BPSS) and/or Security Clearance (SC) to fulfil our compliance to our Client's Contractual requirements.