Location
Newcastle upon Tyne | United Kingdom
Job description
Software Support Analyst
Location: Newcastle upon Tyne / Hybrid (3 days a week from home)
Contract: Permanent
Salary: £30k - £33k
The Software Support Analyst role
We are working exclusively with an innovative, technology-driven business providing services to the property industry from a bespoke web-based platform. They employ around 100 staff including a technology team who deliver industry-leading features and products to letting agents, landlords and tenants nationwide.
A Software Support Analyst uses expert knowledge of the systems, applications, and business rules to troubleshoot, problem solve, and offer technical support to users. Working as a mixture of first line and second line support, this role requires the ability to problem solve under pressure and to communicate with and influence people at all levels and in all departments. The Software Support Analyst role also involves collaborating closely with engineers and the product owner to build a wide-ranging knowledge of the different areas of the business, as well as the technologies that drive them.
Key Software Support Analyst responsibilities:
• Work with the rest of your team to create a supportive and collaborative environment
• Build a good working relationship with the teams you support
• Take an active part in retrospective meetings, both within the team and with other teams you work with, to ensure you’re celebrating successes and identifying improvements
• Share feedback with your team and the wider business and encourage feedback in return
Support queue management:
• Provide support for their customer-facing teams by troubleshooting and resolving issues with the website and customer/consumer tools and features
• Provide support for their internally used systems by troubleshooting and resolving issues when something goes wrong
• Use SQL queries to aid in troubleshooting and analysis aimed at preventing future support issues
• Act as a technical translator between their development teams and users, making it easy for those users to understand what’s gone wrong and for the development teams to appreciate the impact on those users
• Support your team in handling priority calls and escalated support queries from the business
• Ensure your team are aware of any ongoing major incidents, that we report them ourselves where necessary, that they support solutions and attend post-incident reviews where appropriate
• Liaise with external service providers where necessary to resolve problems
Proactive support:
• Continually evaluate the root cause of support tickets and communicate this information to stakeholders
• Take on proactive project work to reduce the need for support, improve the support experience, reduce risk and drive the team’s objectives
• Keep apprised of project roadmaps and how they will affect support needs
Benefits: These are extensive so a booklet will be shared with you if your application is successful
If you are interested in the advertised position for a Software Support Analyst please ‘Register your interest’ through the requested method and we will be in touch shortly with regards to your suitability for the role.
We practice equality, diversity and inclusion so please make us aware if we can help you apply or you need anything to be taken into consideration for this position.
We are an equal opportunities company and value diversity. We do not discriminate based on race, religion, sex, national origin, gender, sexual orientation, marital status, disability status or age.
Sharpe Recruitment Ltd is a North East based consultancy, dedicated to placing professionals in rewarding jobs throughout the UK across a variety of disciplines including Tech, IT, Software Development, Design and Marketing.
We do not respond to applicants who do not meet the criteria set out in the job advert above.
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