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IT Support Analyst

  • Job reference: DEIT369
  • Location: Manchester
  • Job type: Permanent
  • Area of Expertise: Support/Helpdesk
Job description: My Client, an ambitious, fast growing Digital eCommerce company, is currently looking for a Support Analyst to work on a permanent basis in their new Manchester office due to open in August.

The company is an award winning Magento Solutions Partner with a close knit, but structured and relaxed environment. The team started off with one person, and in a matter of 10 years, has expanded to a full team of Developers, Project Managers, Designers, and Marketing specialists.

As a Support Analyst you are central to the delivery of excellent service to the client's external customer base and internal team members. You will investigate and resolve both reported and proactively identified defects in systems using the tools available, communicate with stakeholders and escalate in line with process and SLAs as required.

The business has ecommerce at it's core, so outages, delays and oversights will have a big financial impact. Given this, you will need to be commercially aware, capable of rational thought under pressure and know when to ask for help, a second opinion, or sign off from the senior business team. Following up on incidents by suggesting/implementing proactive monitoring, systems changes and working with our various partners is key to the success of this function.


Main duties of the post:

* Effectively manage incoming incidents from first contact through resolution by utilising appropriate tools, knowledge and analytical skills.
* Use automated tools to monitor the health of multiple environments.
* Coordinate resource, document issues, and report to management during system outages.
* Handle inbound calls and emails
* Log calls in our support system (JIRA) and create tickets for development work if required.
* Triage, prioritise and resolve incidents in line with defined standards and SLAs,
* Actively progress stalled tickets e.g. incidents requiring customer feedback
* Maintain, add and re-configure automated monitoring and alerting with the goal of pre-empting and avoiding incidents and outages.
* Provide the 1st and 2nd line support function.
* Troubleshoot issues as they arise, create wash up reports and suggest/implement changes to avoid future occurrences of the same issue


Knowledge & experience

* At least 2 years' experience of helpdesk/support in a commercial environment.
* Excellent written and verbal communication skills. Able to communicate technical issues to people with minimal technical knowledge in a way which can be understood.
* Self-starter, motivated, extremely collaborative and a desire to go the extra mile to get the job done.
* Strong attention to detail with demonstrable time/workload management and problem solving skills
* Personable, enthusiastic and articulate
* Ability to manage competing priorities and keep stakeholders informed of progress
* Extensive experience with incident and ticket management systems including configuring workflows and integrating to third party systems

Desirable:

* Magento admin panel and configuration knowledge.
* Experience of providing support to eCommerce customers


Skills required:

Essential:

* Excellent interpersonal skills, able to provide courteous employee support and updates to management/stakeholders
* Excellent verbal, telephone and written communication skills
* Excellent analytical skills for efficient problem diagnosis and resolution
* Versioning software - Git or similar
* Open source monitoring tools
* Usage of Linux server command line


Desirable:

* Experience of supporting Apple Macs
* Understanding of IP based networking and networking equipment.


In the first instance, please send me your CV to be considered or alternatively, please contact Daniel Eccles on 01772 208958 for more information.

If this role isn't for you, we do also offer a referral bonus of £250 for every new candidate you refer to us that we place in a position for more than 13 weeks. That's £250 just for forwarding a job advert to a friend!