Technical Support Analyst


Premium Job From Spring Group Plc

Recruiter

Spring Group Plc

Listed on

14th December 2018

Location

Ilkley

Salary/Rate

£25000 - £27000

Type

Permanent

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

The Role:

An Ilkley based online learning provider is looking for an experienced Software engineer to join their close knit team working in an Agile environment, working to maintain and enhance the companies bespoke Learning Management System.

The Company:

One of the UK's leading providers of online learning for over twenty years and has delivered training to over 2.85 million learners.

A great opportunity to join a team of people who work by these core values:

Passionate, Customer Focused, Collaborative, Innovative and Demonstrate Integrity - which are all integral to success.

Key Duties:

The successful candidate will be reporting to the Technical Support Manager.

As a Technical Support Analyst you will be:

*Managing and maintaining existing software applications by being involved in the support, project management and communication to help define them where they do not already exist.

*Managing and assisting in the diagnosis of technical support issues and communicating on these issues to aid in their resolution with the Development Team.

*Participating in discussions and informing on support issues and functionality to support the Product Manager and Development Team with carefully thought-out suggestions.

*Managing and maintaining support tickets and information gathering via the relevant software applications.

*Working with Product Owners to help define the Product Backlog items (User Stories) and Bugs.

*Proactively monitoring system error logs for issues before they get reported by customers.

*Diagnosing technical issues with the system and content.

*To QA as required.

*Coordinating technical communications across the technical team.

*Responding to technical requests.

*Carrying out investigations for functionality.

*Providing clear information on software development projects.

*Working within KPIs and SLAs to respond to requests and feedback in addition to providing excellent customer service.

*Working within ISO frameworks and adhering to company policies and procedures.

*Because of Virtual College's dynamic approach to business opportunities, you will from time-to-time, be required to undertake other activities of a similar nature that fall within your capabilities.

Key Skill:

Keys skills required as a Technical Support Analyst are;

*IT Software Experience

*Good Knowledge of Microsoft Word and Excel

*A good comprehensive understanding of each web application's functionality and how this relates to customer needs and usage.

*Ability to work well under pressure and understand and work with KPI's, SLA's

*Ability to write clear, comprehensive and precise requirements summaries and work tickets

*Work well individually and as a part of a team.

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser: www.spring.com/candidate-privacy-information-statement

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