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    Senior Technical Support Analyst - Bristol, United Kingdom - Moorepay Limited

    Moorepay Limited
    Moorepay Limited Bristol, United Kingdom

    2 weeks ago

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    Description

    About the role

    Location Hybrid - office/remote Operational offices are situated in Bristol and Peterborough

    Hours 37.5hrs between 08:00-18:00 Monday-Friday On-call on a rota basis, with additional payment, may be required once fully trained.

    The Technical Support team forms a part of the Zellis IT department, acting as a last line of defence against incidents. As customers report incidents into Zellis Support Services (ZSS), they go through triage and support where many issues will be resolved. If, however, ZSS are unable to determine the fault or something is not working as designed, they will engage Technical Support. It is then our responsibility to fill the customer with confidence that the "A-Team" has been engaged and we WILL find the cause and implement corrective actions in the shortest possible timeframe.

    As a Technical Support Analyst, you will predominantly be working on a Tier 2 service desk, with crossover into Tier 3. Our aim, simply put, is to ensure customers can access and use their Zellis products and services as designed. That said, we are not just an incident management team

    Once a fully reactive team, resolving incidents as they were reported, we have now evolved into a reactive/proactive split. You will spend approximately 50% of your time reacting to customer reports where we pride ourselves on giving the best customer experience, the other 50% is spent monitoring, automating, learning, and making improvements behind the scenes. Proactively fixing issues before they happen is the pinnacle accomplishment.

    You will be working alongside like-minded colleagues covering a range of skills including SQL and Oracle database servers, Windows, Unix and Linux operating systems, reporting tools such as Jaspersoft and Power BI, Apache and Tomcat webservers list goes on. By the very nature of the products we support, no single person knows everything Many cases you will work will have never been encountered before in the business, ensuring there is no chance of boredom in any given day.

    Residing within the Customer IT department, we pride ourselves on having the skills collectively to find causes and implement solutions. This role relies upon your ability to learn and absorb information, your initiative to find a solution, your communication skills, and importantly, your ability to build strong relationships with customers and internal colleagues.

    How far you want to take it is up to you. Whether you'd like to specialise in a specific technical area or become an all-round general technical whizz, you will be given the freedom and autonomy to do so. If this is something you are looking for, we want to hear from you

    Key responsibilities

    • Respond to customer queries within given targets, providing advice, guidance, and resolutions to a range of technical based queries related to the Zellis products and services.
    • Investigate and fault find as a part of the resolution process.
    • Look for ways to improve the service. Work alongside your team to track, analyse and discuss errors.
    • Help identify error trends and implement preventative measures to avoid future recurrence.
    • Represent Zellis via phone, email, live chat and other communication methods.
    • Work to departmental service levels by achieving individual targets which include initial response times, resolution times and customer satisfaction (CSAT) survey results.
    • Ensure that the customer experience is at the heart of decisions.

    Skills & experience

    Minimum skills:

    Highly desirable skills:

    • 1 year of experience within a technical support role or a Computer Science graduate.
    • Excellent level of English, verbal and written.
    • Clear communication skills. You will be talking to and emailing external customers daily.
    • Strong Microsoft Office skills, particularly Excel.
    • Strong problem-solving skills.
    • Willingness to learn and understand the infrastructure surrounding bespoke products and be keen to pick-up SQL & Oracle knowledge.
    • Initiative and 'outside the box' thinking to find solutions to problems.
    • Energetic and friendly, upbeat telephone personality, positive 'can-do' attitude.
    • Working within complex environments supporting multiple product lines.
    • ITIL foundation.
    • Azure fundamentals.
    • SQL scripting/database query knowledge.
    • Database admin (SQL and/or Oracle). Tuning, monitoring, housekeeping.
    • UNIX (AIX, Solaris, Linux).
    • Apache/Reverse proxies.
    • Tomcat.
    • Container knowledge such as Jetty, Glassfish, Payara, JBoss.
    • Java.
    • Single sign on technologies such as SAML or LDAP.
    • Monitoring tools such as New Relic, Xymon or Zabbix.

    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.
    #J-18808-Ljbffr
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