We have an opening for a Support Analyst role and are looking for an enthusiastic individual for this challenging position as part of our support team. AMT-SYBEX provide support services to our Ellipse customers, and this role will form a key part in the delivery of these services.
The years ahead involve upgrading Ellipse customers to a new version of the product whilst supporting those already upgraded. There is therefore also a need for the candidate in the short term to be able to write technical and functional specifications for the upgrades whilst carrying out support duties.
The nature of our work requires excellent communication skills and an enthusiastic approach to problem solving, analysis and teamwork.
The working week will consist of 37.5 hours Monday to Friday and will be based primarily in our Dublin office.
What you'll be doing:
- Provide technical 2nd and 3rd line support to customers for the Ellipse and Systemreach applications including its users and associated services and configurations
- Respond to support Cases within Service Level Agreements; ensuring Cases are quickly and accurately logged, closed and analysed to prevent future occurrences, and that case resolution priorities are met
- Maintain communication with customers and internal stakeholders to report on status on Cases
- Gather data and statistics and prepare customer and internal Service Management reports
- Take ownership of assigned support Cases and Problems and escalate issues where appropriate
- Communicate with support, development and testing teams to deliver resolutions to support incidents
- Produce Technical/Functional specification where applicable
What we're looking for:
- Experience in 2nd and 3rd line support, including liaison with customers
- Fault analysis/Debugging skills
- Strong analytic skills
- Grovey script/ JavaScript
- Unix (various), Linux, Windows Server (2012, 2016)
- Azure DevOps or Visual studio (ideally Azure DevOps)
- Excellent communication skills
- Experience of a Management service tool -
- ITIL knowledge
About AMT-Sybex has worked in the infrastructure and energy industries since 1990, delivering tailored, business-focused solutions, based on strong core components, experienced personnel and exceptional support. Our talented team provide solutions in three key areas: mobility, smart energy and enterprise asset management.
AMT-Sybex are part of Capita Plc, a leading UK provider of technology enabled business services. We're supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves and people are valued for their differences. We're always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you'll have the opportunity to grow and develop your career in any number of directions.
What's in it for you?
- A competitive basic salary
- 23 days holiday (rising to 27) with the opportunity to buy extra leave
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave…and plenty more
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.