Hybrid Technical Support Analyst

at Gentrack Ltd (Global)

• Job title: Technical Support Analyst
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Java, SQL
• Location requirements: Hybrid, London, United Kingdom

About the role

• Technical Support Analyst responsible for diagnosing technical issues for energy industry customers. Engage in regular system maintenance, troubleshooting, and customer support tasks in a collaborative environment.

Responsibilities

• Diagnosing, re-creating and testing issues raised by our customers through our service desk.
• Performing regular systems maintenance tasks across different deployment models including restarts, patching, monitoring, health checks
• Ensuring all client queries are progressed in a timely manner, within SLAs.
• Troubleshooting and identifying causes of customer problems using a variety of internal and third-party, application-specific tools.
• An enquiring mind and ability to learn new technologies and tools as required to fulfil role.
• A flexible approach to participating in out of hours support on a rotation basis.
• Drive continual improvement through regular provision of feedback from clients and own findings.
• Provide technical expertise, support, and leadership to team members.
• Actively participate in Agile practices such as stand-ups, retrospectives and backlog grooming.
• As a front line support person, ensure that every customer interaction is handled with professionalism and reflects Gentrack’s values.
• To abide by the Compliance Policies and Procedures of the Company.
• Take reasonable care of your own and other people’s Health & Safety in the workplace.
• Report all incidents and hazards in your work or in your work environment that may be putting your or anyone else’s Health & Safety at risk promptly.
• In addition to this you are required to carry out any other duties as reasonably requested by your direct line leader.

Requirements

• 1+ years Commercial Application Support Experience
• Working Knowledge of Agile
• Good working knowledge of relevant technologies and concepts including, SQL, AWS, Java or .Net experience, automation and scripting languages, deploying and upgrading software, system configuration, CRM, Utilities industry.
• Can do attitude.
• A passion for excellence and a commitment to be the best.
• Sound judgement and determination to achieve results with a sense of urgency.
• High attention to detail.
• Strong workload management.
• Strong verbal and written communication skills.
• Experience of using Jira would be beneficial.
• A relevant tertiary qualification or equivalent industry experience or vocational training.
• Troubleshooting and root cause analysis.
• Automation of processes
• Deploying / installing / upgrading enterprise software
• Use of scripting languages
• Debugging

Benefits

• Personal growth – in leadership, commercial acumen and technical excellence
• To be part of a global, winning high growth organization – with a career path to match
• A vibrant, culture full of people passionate about transformation and making a difference - with a one team, collaborative ethos
• A competitive package that truly rewards our top talent
• A chance to make a true impact on society and the planet