Senior Support Analyst

Senior Support Administrator



Responsibility and duties

These will include:

  • Providing 1st and 2nd line technical support
  • Managing relationships with specific customers, as delegated by the Support Manager
  • Managing the onboarding process for new Support clients
  • Proactively maintaining a log of all incidents and problems detected
  • Owning all incidents, from creation to resolution
  • Recognising when incidents need escalation, and escalating
  • Managing various aspects of internal support and deputising for the Support Manager in their absence
  • Managing the out of hours team rotas
  • Owning new initiatives & services within internal support

About you

You will be able to:

  • Understand the needs of the customers, and to deal with them in a professional, calm and polite manner
  • Utilise analytical problem solving skills
  • Prioritise work and decide urgent tasks, and escalate issues as necessary
  • Communicate well, both verbally and in writing
  • Proactively highlight ongoing issues and work towards resolution

Qualifications and experience

You will have :

  • A good working knowledge of Linux, Apache, MySQL, and PHP
  • A basic understanding of PC hardware setup and configuration
  • A basic network knowledge
  • Experience of development through the full software lifecycle
  • Experience of dealing with external clients
  • Worked in an Agile environment
  • Worked in a Support Team or within an agency
  • Experience with one or more mainstream PHP platforms (e.g. Magento, Drupal, Symfony, Ez)
  • Experience of using Jira and Confluence
  • An undergraduate degree, in Computer Science or a related subject, or equivalent experience
  • ITIL qualification would be beneficial, but not essential
  • MySQL certification would be beneficial, but not essential
  • Linux certification, ideally Redhat

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