Technical Support Analyst - Web / Cloud Applications

Technical Support Analyst - Web / Cloud Applications.

The Company & Opportunity:

Leading specialist technology provider, providing Real Time solutions, requires a Technical Support Analyst, providing remote support, maintaining & monitoring solutions and supporting Live Applications and their associated Systems. This will be classed as working up to 2nd line, escalating/ handing over to the internal DevOps and Development teams, if required. Duties will include:

• Work within specified service level agreements and advise on implementation of new technologies.
• Engage with internal teams around technical solutions and interact with internal subject matter experts on incidents and service requests.
• Good documentation of issues, requests, and solutions within the ITSM system.
• Contribute/ maintain the internal knowledge base & Identify process improvements.

Please Note: This is a fully remote, home-based role (may require occasional visits at client premises for site- based activities in an office nearest to you), providing 24/7, year-round coverage for their clients. Each working period consists of four shifts of 12 hours, followed by a break of four shifts.

Technical skills & experience for the Technical Support Analyst - Web / Cloud Applications:

• Minimum 5 years experience in supporting Web Applications, Linux/Windows systems, networks, software installation, troubleshooting, bash scripting, with the ability to analyse system logs.
• Supporting Live Applications Will be highly desirable.
• Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools.
• Support of on-premise, cloud and hybrid infrastructure environments.
• Experience/ knowledge working with CRM or ITSM tools such as Zendesk or ServiceNow.
• Familiarity with DevOps and Agile methodologies
• Experience of using SQL (Queries, Tables etc).
• Previous experience of working in ITIL environments (Qualifications are a bonus).

The company offers a fully-remote working environment (occasional office visits will be required for training, product familiarisation, and support activities, at an office nearest to you.), with a base salary range of £35-£45K, depending on experience and a great benefits package.