2nd Line Support Analyst / Data Analyst

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Technical Support / 2nd Line / Data Analyst / Windows / SQL Server / Permanent / Tamworth / Staffordshire

Market leading and award winning Software Company is looking for a passionate 2nd Line Support / Data Analyst to join their growing IT team at their head office in Tamworth, Staffordshire.

The Technical Support / Data Analyst is a dual role that takes care of incoming requests and identifies the appropriate priority and the action to be undertaken e.g. handle service requests, resolve incidents, identify and resolve problems proactively, test product service pack releases and assure software quality.

Key responsibilities:

*Be the senior point of escalation - handle complex and difficult issues to achieve prompt resolution.

*Responsible for the management/co-ordination of all assigned calls and tickets throughout the support and remediation lifecycle including providing the customer with timely and accurate updates.

*Providing customers with product usage advice and guidance.

*Identifying and managing the appropriate priorities and required actions (e.g. escalation).

*Running SQL scripts on MS SQL Servers.

*Writing SQL scripts to correct data.

*Have strong SQL skills, being able to write complex queries in an appropriate way.

*Have strong SQL Infrastructure/Administration skills.

*Providing updates and detailed product release information.

*Collating product enhancement suggestions.

*Contribute to the attainment of internal and external KPI and SLA compliance

*Communicate regularly with team members through team meetings and individual review sessions.

*Contribute to the maintenance of product release notes and the distribution of product manuals.

Skills and experience required:

*Good IT skills including experience of Microsoft Windows up to 7, Microsoft Office and good working knowledge of Microsoft SQL Server.

*A proven track record in providing excellent Customer Support and Service.

*Excellent client facing skills and experience to ensure relationships are kept strong.

*Experience in support system and ticket management.

*Excellent verbal and written communication skills at all business levels.

*An excellent ability to prioritise.

*The ability to work under pressure.

This is a great opportunity to join an established organisation during an exciting period of change. The salary on offer for this position is £20,000-£24,000 plus an excellent benefits package!

Please apply ASAP to be considered.

Technical Support / 2nd Line / Data Analyst / Windows / SQL Server / Permanent / Tamworth / Staffordshire

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.