Software Support Analyst - 2nd Line

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Tessella is a global analytics and data science consulting services company. We combine our innovative problem-solving abilities with our technical and domain expertise to help our clients understand the complex challenges they face and deliver the solutions they need.

The solutions we provide are usually bespoke and highly technical software applications and systems written for our customers. Our Application Continuity and Improvement (ACI) team provides support and maintenance activities for some of our larger customers. This includes developing system enhancements, fixing bugs and providing user support.

The Role

We are looking for an enthusiastic Software Support Analyst to join our ACI team and take responsibility for the level 2 support queue. The successful candidate will have a natural enquiring mind and thrive on solving problems using a logical, investigative approach. Responsibilities include:

-Conduct the initial investigation into issues raised through a variety of means including liaising with development teams, researching technical documentation and past incident histories.

-Either fix the issue or escalate it to other team members.

-Manage issues through to resolution by following up escalated issues, documenting progress and ensuring issues get resolved within our contracted timescales.

-Proactively liaise with the customer to keep them informed of progress.

-Be an active member of the ACI team, reporting regularly on status of issues and contributing to knowledge sharing.

What We Offer

As well as a competitive salary and benefits package, we also offer good future prospects. From growing your technical abilities to developing leadership skills, we offer tailored career development based on your aspirations. This is supported by our industry-leading training package - all our staff have an annual training allowance of 150 hours, which can be used to learn new technologies, develop soft skills or earn recognised professional qualifications.

Requirements

If you are interested in joining our ACI team, you should have:

-BSc (min 2.1) in Computer Science or similar technical discipline.

-Proven problem-solving skills with the ability to work in an accurate and logical manner to research and solve issues.

-Excellent verbal and written communication skills, including the ability and confidence to liaise with users at all levels including senior management.

-Ability to understand software from both a technical and user point of view.

-Ability to quickly assimilate information.

-A genuine interest in being involved in IT / software support.

-Ability to juggle several priorities at once.

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