Technical Specialist Support Analyst

The Role

• Act as a Subject Matter Expert to provide high quality complex technical support to our clients
• Use your troubleshooting skills, experience and technical knowledge to obtain and recommend resolutions to issues
• Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner
• Contribute feedback, insights and suggestions to identify product improvement opportunities aimed at reducing support costs and enhancing client satisfaction.
• Engage in problem and knowledge management activities for our products
• Participate in our on-call rotation to provide support for critical issues

Qualifications

The Requirements

• At least 3 years of experience as a Technical Support Analyst
• Gold standard client facing skills and passionate about delivering great support
• Familiar with supporting complex and bespoke software solutions
• Excellent problem solving and decision making abilities
• Experience using ITSM tools and familiarity of ITIL processes
• Strong interpersonal and teamwork skills with the ability to work effectively with a range of stakeholders
• Comfortable with supporting clients in both on-prem and SaaS environments
• An understanding of both on-prem technical landscapes as well as cloud-based technologies; Microsoft Azure, Active Directory, networking fundamentals and Windows.
• Able to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)

Other desirable but not essentials skills including

• Programming knowledge
• Technical qualifications such as Azure certifications and ITIL
• Knowledge of the insurance industry