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3rd line Application support Analyst

About the role

Do you want to work with a client base across the US, Asia and Australia?

Do you want to work with cutting-edge technology?

We’re working exclusively with a client who are new to the North East and have a global reach in providing a cloud-based SaaS solution to their clients. Already the primary vendor in Europe, and with offices in London, Newcastle and New York, they are looking to recruit a 1st Line Technical Support Advisor to join the application and technical support function in Newcastle.

We are looking for an ambitious and driven individual to join the support desk to provide an unparalleled level of customer service. This is an amazing opportunity for someone to join an exciting new team and help build the desk from the ground up.

This role will require a degree of OOH support and you will be required to be part of an on-call rota.

The successful candidate will have the following experience:

  • At least 2 years' experience providing support (including OOH coverage) of technical environments. e.g. Windows or Linux servers, AWS EC2, Azure, etc.
  • Excellent request handling skills ensuring quick, helpful responses, frequent status updates and successful resolution
  • Ticket escalation from 2nd line
  • Ticket escalation from 2nd line
  • Refresh/upgrades - UAT/PROD
  • TPD - UAT/PROD
  • Investigate tickets before pushing to PE/SE
  • Team training
  • 3rd party integrations
  • New features/releases
  • Technical aspects
  • Mentoring 1st and 2nd line support person
  • Support sandbox
  • Refresh/upgrade
  • Adding new features, 3rd party integrations
  • Documentation
  • New ORG setup
  • New email setup
  • New AWS S3 bucket setup
  • New sFTP setup
  • New SG subuser setup
  • SG and SF whitelabel settings
  • Data loads - UAT/PROD
  • Experience using a support request environment (e.g. Remedy, ZenDesk, SalesForce, FreshDesk)
  • Experience of Salesforce or other similar CRM (Dynamics, Netsuite, Sugar)
  • Experience of browser-based SaaS applications

If you’re looking for a new opportunity to join a new support team in a rapidly growing business, apply now!

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