Technical Support Analyst - Service Desk - Linux / Unix - SQL

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Service Desk Technical Support Analyst who has experience supporting software products with a solid background in Linux / Unix and SQL and familiarity of relational databases such as Oracle, PostgreSQL and MS SQL Server is required for a well-established Software Company based in Winnersh, Wokingham, Berkshire.

SALARY: £35,000 - £55,000 per annum (depending on experience)

BENEFITS: 10% Bonus, 15% Pension, Health Insurance, Travel Insurance, Dental Insurance, 25 Days Holiday, plus Bank Holidays

APPLICATION PROCESS: Once we've reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

JOB OVERVIEW

We have a fantastic new job opportunity for a Service Desk Technical Support Analyst who has experience supporting software products with a solid background in Linux / Unix and SQL and familiarity of relational databases such as Oracle, PostgreSQL and MS SQL Server.

Working as the Service Desk Technical Support Analyst you will work closely with Enterprise customers to extend the value and enable customer success through the Company's Digital Business Automation products and solutions allowing them to realise the full value of their technology investment.

As the Service Desk Technical Support Analyst, you will provide a first-class customer experience supporting a number of cutting edge software products developed by the Company. You will have a solid background in Linux / Unix and SQL with the ability to duplicate a customer's specific software error to establish the issue, and have Windows Systems Administration experience.

Come join a world class support organisation while learning IT Automation integration for some of the latest technology's such as Big Data, Cloud-based platforms, mobile applications, to name but a few.

This position is integral to adding value to customer relationships via the skills and service the Company provide. They believe in delivering world class customer service and proactive user assistance. The mission of the Service Desk Technical Support Analyst is to delight their customers via all aspects of the service and support experience.

ABOUT THE COMPANY

The Company is not new to the world of IT management solutions and services, but their attitude is. They have the clout of proven market leadership, but also the energy, optimism, opportunities and private financial backing that makes them feel and act more like a start-up that knows no limits.

For you, that means the chance to do more and be more, not only making incredible things happen with technology but also reinventing the business right now. A career that expands your mind and your horizons. Peers who inspire you, drive you, support you, and make you laugh out loud. An environment that fosters individuality and personal growth. All at a company that is committed to leading the industry in the delivery of digital services for business transformation.

WHAT THE COMPANY OFFERS

They hire the best performers in every area, people who are the perfect blend of competitive and supportive, to help you succeed in your career

You'll work in a support team which is known in the industry for its excellence in delivery

They have a compensation structure designed for high performers, with all the perks you'd expect and some that will surprise you

They want their people to be the best in their fields, and they offer unbeatable training and growth opportunities

They're a meritocracy, and they offer promotion opportunities based on performance, not politics

They foster a culturally diverse, dynamic, and fun working environment"their employees' comfort and quality of life are critical to company success

They've created flexible work spaces that encourage creativity and team work

They give their employees outstanding benefits that allow you to make strategic choices for you and your family

DUTIES

Provide courteous, efficient, and professional technical support over the phone and email

With continued follow up until resolution or ensure proper escalation procedures are followed for unresolved issues

Troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues

Work closely with the customer on complex Windows or Linux/Unix system-level problems as well as application layer issues and network communications

Responsible for writing knowledgebase articles and case documentation

Conduct research on customer incidents

Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support

Escalate and work directly with Research and Development to resolve complex support problems

Validate, document and escalate problems or bugs 

Build and maintains appropriate test environments

Prepare for and support new products within technical area - may include product install and documentation review

Work on customer support related projects as assigned

Test resolutions provided by development and package for release to customers

Occasional weekend duties will be required

IDEAL CANDIDATE REQUIREMENTS

The ideal candidate must have experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems

Must be a highly motivated, independent and flexible person with strong team directed abilities and a collaborative, whatever it takes attitude

Ability to duplicate a customer's specific software error in order to define the cause

Must have strong verbal and written communication skills for answering technical questions, and customer follow-up

Strong grounding in: Linux/Unix and SQL.

Customer Facing Technical Support Experience

Applications administration and troubleshooting

Familiarity of Oracle, PostgreSQL & MS SQL Server

Experience Windows Systems Administration

Additional Skills (highly desirable):

Familiarity with Control-M Workload Automation

Knowledge of shell scripting languages such as Korn Shell, PowerShell, Perl or Bash

Knowledge of Java application servers such as Weblogic, WebSphere and Tomcat

Experience debugging with software development tools

HOW TO APPLY

APPLICATION PROCESS: Once we've reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

CV's of Job Applicants meeting this requirement may also be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P4975

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