2nd Line Technical Analyst

☞ Education Software Solutions

View: 101

Update day: 07-05-2024

Location: Chelmsford East

Category: Education / Training

Industry:

Job type: Full-time, Permanent

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Job content

Overview:
This post is based in Chelmsford and has a primary responsibility of investigation, escalation and progression to closure of issues within a school’s technical environment, SIMS software and associated applications alongside delivery of any reasonable request by a Team Leader or Manager as part of the business functions.
Responsibilities:
  • Capturing resolution information and feeding into knowledge management
  • Routeing incidents to support specialist groups when needed
  • Analysing for correct prioritisation, classification and providing support to 1st line teams
  • Providing ownership, monitoring, tracking and communication of incidents
  • Providing resolution and recovery of incidents not assigned to support specialist groups
  • Closing incidents
  • Monitoring the status and progress towards resolution of assigned incidents
  • Keeping customers informed about incident progress
Key Skills & Experience:
Key Skills
  • To communicate with customers demonstrating high levels of professionalism
  • To take ownership and maintain regular contact with the customer
  • To work as a member of the 2nd line team to resolve customer issues
  • To provide support on a range of software and technical environments to our customers using telephone, email and remote access tools
  • To investigate, attempt resolution or escalate retaining ownership
  • To identify trends and escalate as appropriate
  • To ensure regular fully detailed updates are added to open cases within our Customer Relationship Management Database
  • To follow data compliance processes
  • To work to agreed targets and objectives as identified via the performance management and development process
  • To mentor and train 1st and 2nd Line team members when requested
Experience & Qualifications
  • Previous experience working within a customer support or education environment
  • Good communication skills and delivery of high customer service standards
  • Ability to problem solve and analyse customer issues
  • Strong team member able to work independently when required
  • Punctual, flexible and adaptable
  • Technical knowledge of SIMS software along with all associated modules and services
  • The ability to learn new applications quickly.
  • Awareness of other products and solutions that ESS provide.
  • Able to present knowledge and understanding in a variety of formats
  • Basic knowledge of other products such as
  • Microsoft Office Suite
  • Microsoft SQL Server 2012 upwards
  • Windows 8.1 upwards
  • Windows Server 2012 upwards
  • Terminal Services
  • Exchange Server
  • Active Directory
  • DNS
  • TCP/IP Protocols
  • Virtualization platforms
  • RM CC4 experience
  • A range of anti-virus and backup products including cloud services
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Deadline: 21-06-2024

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