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TECHNICAL SUPPORT ANALYST / BICESTER / UP TO £30,000 & GREAT BENEFITS Are you an up and coming Tech Support, that is looking for an exciting new challenge? If so, we have the perfect opportunity for you to join our dynamic team as a Technical Support Analyst. Excellent pay and ongoing training and support to ensure you realise your potential!Alces Flight Ltd designs and develops innovative software for HPC/supercomputer systems across the UK. We are advocates of open-source software and strongly believe in community-driven development. We have a wide customer base in multiple market sectors including academic/research institutions, banking, manufacturing and Formula One.Due to ever growing demand in the industry for our HPC managed hardware and cloud products, we're expanding and looking for a highly motivated Technical Support Analyst to join our internal systems operations team and help play their part in the extension of our industry-renowned reputation for excellent support and first-class products.What’s on Offer?
- Excellent pay (£25,000 - £30,000, Dependent on Experience)
- Exposure to challenging projects, cutting-edge technologies, and daily learning opportunities
- Generous group pension scheme
- Small team with a relaxed working environment in a young up-and-coming company
- Training / book allowance
- Flexible working hours - we promote a healthy work/life balance culture
- Friendly social atmosphere
Key Responsibilities of the Technical Support Analyst:
- Provide 1st line support for our HPC/AI customers across the globe
- Dealing with hardware vendors to ensure that service calls are completed in a timely manor (Such as Dell, HPE, Lenovo etc)
- Engage with 2nd and 3rd line teams in support of incident and problem management processes
- Manage and triage incidents via the Operations Team internal issue tracker
- Monitor over 5000 linux based systems using our automated monitoring tools
- Ensure that documentation for customer sites and systems is kept up to date
- Assist the Operations Team lead in developing processes, both automated and manual, to further increase our team's ability to grow
- Assisting the Operations team lead with trend analysis on HPC cluster performances.
The Ideal Technical Support Analyst:
- Previous experience in a technical or support role and ability to use varying tools and techniques to support issue resolution.
- Proven excellent customer communication and relationship building skills, with the ability to liaise at non-technical and technical level.
- An inquisitive mind-set and a desire to learn.
- Has previously been exposed to HPC environments, preferred but not essential! .
- Has experience in using CRM systems. (Such as Salesforce, Zendesk or Hubspot)
- Experience in using Microsoft office or Google Workspace
What’s Next?If you have the skills and passion to be successful in this Technical Support Analyst role, we would love to hear from you. APPLY TODAY and we will be in touch to discuss further.
