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Software Support Analyst

Full Time
Job Sector:
IT / Technology
South Wales
Newport & Torfaen
Salary description:
£25000 to £30000 Per: annum
Start Date:
Job Ref:

Technical Support
Cwmbran | �25,000 - �30,000 per annum

An innovative global software company based in South Wales is currently looking to recruit a technical support analyst. The company supports a wide variety of services, including enhanced TV, on-demand video, service management, and voice and high-speed data communications.

The technical support analyst is responsible for the acceptance, triage and resolution of customer reported incidents. They will perform preliminary investigation and resolve incidents, update tickets with status and work with Tier 2 and other sections of the business on delivering workarounds and patches as applicable - Where assigned, they will work on customer projects for UAT and delivery of new software.

Though the role will be varied and every day different some of the responsibilities will include -
* Investigate new incidents as reported by customers, ensure the issue is properly understood and documented. Gather necessary evidence for triage and incident resolution.
* Support clients by having an intimate knowledge of a client's implementation and critical business processes
* Escalate issues as needed to the appropriate teams and management.
* Communicate regularly with customer and internal resources on status of incident per accepted guidelines
* Ultimately be responsible for resolution of all incidents opened by the customer

Ideally the technical support analyst will have the following technical skills-

* Ability to read and understand JavaScript
* Windows Server Knowledge: Active Directory, DNS, Event Logs
* Knowledge of Cloud Platforms such as Azure and AWS
* Strong problem-solving skills - Must be able to debug and troubleshoot product issues in a complex environment.
* Able to provide workarounds and/or propose solutions independently and/or by collaborating with the internal teams.
* Strong communication skills (written, verbal) to be able to communicate effectively with all levels of staff and external clients

Also, any applicant must be able to participate in the on-call rotation in 24x7 support environment.

Technical Support Analyst Job Summary:
* Full time, shift rotation
* Salary - up to �30,000
* Location Cwmbran
* Commutable from Cardiff, Newport, Bridgend, Caerphilly, Bristol

For more details please call Emily on 02920252500

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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.

Closing Date:

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