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1st and 2nd Line Support Analyst

  • Job type: Permanent
  • Location: Leeds
  • Sector: Infrastructure
  • Job reference: SM001
  • Consultant: Shane Marriott
This vacancy has now expired.
Purpose of role:
The role of the support consultant is to provide first and second line support to our customers, the primary focus is on proactive customer liaison and issue resolution.

Key responsibilities:
-Provide first and 2nd line support to customers via telephone/email/portal for all issues and enquiries
-Support Infrastructure technologies (Windows Server, IIS, SQL Server.)
-Logging and updating all customer queries
-Prioritising and managing outstanding customer queries and issues
-Gathering information and determine the issue by evaluating and analysing the symptoms
-Diagnose and resolve queries and technical issues
-Provide support for the rollout of upgrades to hosted systems
-Provide assistance to the project team when required

Knowledge and skills:
-Knowledge of Infrastructure technologies (Windows Server, IIS, SQL Server.)
-Ability to work on own and under pressure
-Ability to diagnose and solve both technical and non-technical issues and queries
-Knowledge of Internet Browser technologies (IE, Chrome, etc.)
-Understanding of SQL server database administration and SQL querying
-Strong sense of accountability and ownership
-Customer focused
-Proactive attitude to customer fulfillment
-Ability to recognize themes and variations in tickets and proactively analyze, seek resolution and upwardly report

Please get in touch for more
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