Senior Technical Support Analyst
Location
Peterborough, Cambridgeshire | United Kingdom
Job description
About the role
The primary function of the Senior Technical Analyst is to respond to customer queries within given SLAs, providing advice, guidance and resolutions to a range of technical based queries related to Zellis products and services.
In this role you'll not only learn the infrastructure behind a leading HR & Payroll system, you’ll also gain and improve on globally recognised technical skills in software and hardware such as Oracle, SQL, Windows, Apache, etc. This is an exciting opportunity that provides you with a strong foundation to help develop your personal career.
You’ll work with a wide variety of teams, gaining experience and knowledge across Support, Infrastructure, Change, Development, Account Management and others as you investigate cases and implement preventative measures to customer problems.
The role can be based from either our Peterborough or Bristol offices on a hybrid basis (2 days per week in the office).
Key responsibilities include:
- Investigation and fault finding as a part of the resolution process.
- Continuously looking for ways to improve the service offered to customers.
- Working alongside your team to track and discuss errors, identify trends and proactively implement preventative measures to avoid future recurrence.
- Working with individuals outside of your direct technical team, building relationships with every area of the business as you investigate and implement service improvements.
- Representing Zellis via phone, email, live chat and other communication methods. Face-to-face meetings and on-site customer visits may be required on occasions.
- Diagnosing hardware and software faults, finding solutions to technical and applications problems.
- Assisting with Root Cause Analysis reports where required.
- Assisting other departments as required with installing our core software on hosted and on-premise environments.
- Working to departmental service levels by achieving individual targets, which include initial response times, resolution times and customer satisfaction (CSAT) survey results.
- Ensuring that the customer experience is at the heart of all decisions.
Skills & experience
- Previous experience (3 years+) within a fast-paced technical support environment.
- Proven knowledge and experience in SQL Server 2012 or later.
- Windows Server experience, including Active Directory.
- Experience in configuring & maintaining database servers and processes.
- Monitoring experience - system health & performance. Data and trend analysis.
- Problem management experience desirable.
- Continuous service improvement thought process.
- Strong Microsoft Office skills, particularly Excel.
- High level of initiative to resolve problems that may have never been experienced before.
- Willingness to learn & understand the infrastructure that makes up the Zellis environments.
- Strong customer service skills; always client centric, appreciating the expectations of our customers.
- Demonstrates good communication skills with a confident style.
Other desirable skills include:
- SQL Server DBA or similar role.
- Performance Tuning and Optimisation (PTO).
- Knowledge of High Availability (HA) and Disaster Recovery (DR) options for SQL Server.
- Working within complex environments supporting multiple product lines.
- Experience in supporting Payroll or HR software.
- Windows server.
- UNIX (AIX, Solaris, Linux).
- Oracle databases (12c, onwards).
- SQL server databases.
- MS Azure.
- Apache/Reverse proxies.
- Tomcat.
- Glassfish/Payara/JBoss container setups.
- Java.
- SAML/LDAP/Single sign on technologies.
- Infrastructure monitoring tools such as New Relic, SolarWinds, Oracle Statspack, etc.
Benefits & culture
At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.
Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
- Unstoppable together.
- Always learning.
- Make it count.
- Think scale.
Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services.With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.
We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:
- A competitive base salary, plus opportunity for overtime via an on-call rota.
- 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension scheme with company contributions up to 8.5%.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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