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Job - 1st Line Technical Support Analyst in Southampton

Southampton, UK
£20000 - £20000 Per year
Job type
Software Engineering
Job Reference
Posted on
11 Jan 2019
View all Jobs from STR Group

About the Role:

1st Line Technical Support Analyst- Permanent- Southampton- £20k

We are looking for 1st Line Technical Support Analysts to join a leading developer and supplier of payment, ecommerce and loyalty solutions. This role is based on a 4 on 4 off shift pattern composed of 12-hour shifts.

· You will be the first point of contact and will ensure that all calls are answered within KPI's and all issues are logged by both email and telephone.
· You will follow the basic processes and diagnostics (1st fixes) to establish the exact problem on site and where possible take call resolution with agreed SLAs
· Escalating issues according to the HTEC escalation process and ensure right people are aware of issues
· Log and update calls on both HTEC call management system and in some cases 3rd party systems
· You will be expected to notify specific HTEC management and the Customer management team via email using the agreed escalation procedure for all high-level issues
· You will be required to assist with the Implementation of new software, hardware releases and adhoc rollouts as part of a team, ensuring that procedures are followed, and installations double checked

Skills/ Experience:
· Windows Operating System xxxxxxx7
· Network infrastructure
· Borland & SQL
· Visual basics and C#
· NVQ1/ GCSEs and above or equivalent
· Excellent customer service skills
· Understanding of SLAs and KPIs
· Computer literate

If you are interested in this role, please send a copy of your CV to xxxxxxx and we will be in touch.

1st Line Technical Support Analyst- Permanent- Southampton- £20k

stream is acting as an Employment Agency in relation to this vacancy.


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