You will be an important member of the Technical Team, responsible for helpdesk first and second line to ensure our customer's mission critical systems are performing optimally. Your work will support the technical team and the wider company to achieve our goals and showcase our expertise. Find out more.

Overview

 

JOB TITLE: Technical Support Analyst

JOB TYPE: Permanent Contract, Full time

MANAGER: Technical Director

HOURS: 37.5 hours per week, Monday to Friday, 9:00 am to 5:30 pm + occasion cover of the 24/7 helpdesk subject to additional payment.

SALARY: Up to £30,000 dependant on experience

LOCATION: Our offices are located in the centre of Christchurch, next to the high street shops, with Christchurch Quay a 10-minute walk away and only five minutes from the railway station. Please note the company is operating a hybrid working policy and is open to home working.

You may not have heard of us nor know what a Managed File Transfer solution is; but as a company growing 23% last year and in a growing industry worth over $1.13bn, we need the help of a Technical Support Analyst to fuel our continued rapid growth.

We have recently won Independent Business of the Year at the Christchurch Business Awards. The award recognises vision, innovation and entrepreneurial spirit in Christchurch. We’re proud to be a local business that has gone from strength to strength over the years. All of which has been made possible by the hard work put forward by our incredible team.

We are a fun and hardworking team, with a proudly ethical, charitable and environmental focus. Believing in work life balance and creating a family-first and supportive culture for all our employees.

Who are we looking for?

You will be an important member of the Technical Team, responsible for helpdesk first and second line to ensure our customer's mission critical systems are performing optimally. Your work will support the technical team and the wider company to achieve our goals and showcase our expertise.

What do we offer?

• 25 days holiday, increasing to 30 days with length of service
• A generous annual company bonus scheme linked to personal and company objectives
• A health cash plan, covering dentistry, optician visits and more
• Enhanced company pension scheme
• Enhanced maternity / paternity
• Company sick pay
• Gift vouchers to celebrate employee birthdays and work anniversaries
• 1 day charity / community leave per year
• A cycle to work scheme
• Parking permits
• Hybrid working
• Quarterly team events
• Development opportunities e.g. vendor certifications and Certified File Transfer Professional (CFTP) qualification
• Password vault software for up to five family members


What do we expect from you?

MAIN DUTIES / RESPONSIBILITIES:

• Answering incoming support phone calls from our customers
• Logging new support calls into the support system
• Basic issue resolution using template responses where we have them
• Capturing information relating to more complicated issues for third line support
• Daily follow up of all open tickets
• Providing internal office IT support to the team where required
• Making sure our demo systems running in AWS are working as expected
• Installation of demo software on Windows Server
• Management of licences in our demo suite
• To resolve all first- and second-line level queries and tasks
• Responsible for maintaining the internal asset management and software register
• Ensure that our customers stay up to date with the latest software releases from our suppliers
• Capture learning from support tickets and our suppliers into the internal knowledge base
• Continued self-learning and guided training on our software products and associated infrastructure
• Any other ad hoc duties as required


What skills will you need?

 

• Experience working on a support helpdesk or technical customer-facing role in a business environment
• Experience troubleshooting first and second line technical support issues and delivering support via remote desktop sharing software
• Experience of working with Windows Server OS and good knowledge of Windows desktops
• Knowledge of networking and infrastructure
• Knowledge of databases, specifically SQL
• Understanding of Active Directory and LDAP
• Knowledge AWS and/or Azure
• Excellent verbal and written communication, with eye for detail
• Willingness to listen and then ask relevant questions to help diagnose technical issues
• Organised and able to prioritise
• Customer oriented and calm under pressure
• Experience in MFT is desirable but not essential



Apply now

 

If you want to be part of a successful team that cares greatly about developing our people, supporting our clients and giving back to our community, then we would love to hear from you. Please send your CV to katie.ianson@pro2colgroup.com .