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Technical Support Analyst

Full Time
Job Sector:
IT / Technology
South Wales
Newport & Torfaen
Salary description:
Start Date:
Job Ref:

Technical Support Analyst
Competitive salary and benefits package

Technical Support Analyst

Reporting to the Manager of Technical Support, the Technical Support Analyst is responsible for the acceptance, triage and resolution of customer reported incidents. As the successful technical support analyst you will perform preliminary investigation and resolve incidents, update tickets with status and work with other sections of the business on delivering workarounds and patches as applicable.

Where assigned, the Technical Support Analyst will work on customer projects for UAT and delivery of new software either remotely or on-site (outside of the UK).


� Support clients by having an in depth knowledge of a client's implementation and critical business processes
� Investigate new incidents as reported by customers, ensure the issue is properly understood and documented. Gather necessary evidence for triage and incident resolution.
� Escalate P1 and urgent issues as needed to the appropriate teams and management.
� Resolve incident per triage and resolution processes or escalate for additional assistance.
� Communicate regularly with customer and internal resources on status of incident as per accepted guidelines
� Ultimately responsible for resolution of all incidents opened by the customer
� Assist customers with operational issues on the software.
� Coordinate customer deployments with internal teams.
� Provide after-hours support for P1 situations.


� Microsoft SQL Scripting
� Basic knowledge of Microsoft Windows Server 2008 & 2012, XML, XSD, XSLT and Microsoft IIS in general.
� Basic knowledge of data architecture principals
� Strong problem-solving skills - providing workarounds and/or propose solutions independently and/or by collaborating with internal teams.
� Must be able to debug and troubleshoot product issues in a complex environment. .
� Strong communication skills (written, verbal), and interpersonal skills to be able to communicate effectively with all levels of staff and external clients
� Able to participate in the on-call rotation in 24x7 support environment.

If you are interested in this position, please submit your CV or call India on 02920252500 for immediate consideration.

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Company Description

IntaPeople is a specialist recruitment consultancy offering first-rate talent solutions within technology and engineering.

Established in 1994, we are experts in sourcing high quality candidates for a wide range of permanent, contract and temporary positions across Wales, the UK and Europe.

Our mission is to provide first-rate, honest and transparent talent solutions that exceeds both client and candidate expectations at every step of the relationship.

Through the range of recruitment, talent management and recruitment process outsourcing solutions we offer, we help both organisations and individuals realise their full potential.

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