2nd Line Technical Support Analyst Exeter, England
Job description
Exeter/Reading/Hybrid
What it's like to work at Landmark:
We're a friendly, dynamic and supportive team. We encourage passion, ambition and collaboration, both in our performance as a team and individually. New ideas are encouraged. We actively promote involvement in the development and direction of our products and services, as well as finding more efficient ways to work. We also love a good work social and team building events. As well as this we offer:
- Competitive salary
- 25 days' holiday, with optional 5 days unpaid leave per year
- Free parking
- Annual lifestyle allowance of £300 to put towards an activity of your choice
- Cycle to Work scheme and Gym Flex scheme
- Internal coaching/mentoring system throughout your time here
- Focus on training and career progression
- Family friendly policies
- Happy to talk about flexible working
The Opportunity
As a 2nd Line Technical Support Analyst, you will act as second line support for the investigation of technical issues and drive resolutions for the customer by applying technical expertise, product knowledge and problem-solving skills. You will ensure that enquiries, incidents and requests are resolved in a professional and timely manner, maintaining accurate ticket and documentation at all times.
The role will involve:
- Maintaining motivation and focus within a highly technical team, developing a strong culture of technical and customer service excellence
- To work closely with the other Technical Analysts within the team to ensure the smooth functioning of Landmark Solutions platforms and provisioned services
- To ensure and assure ownership of issues through to resolution.
- Where and when the resolution of the ticket falls outside of your own knowledge and skillset then to interface to the other groups/teams within the company ensuring that tickets are managed to resolution.
- To support and substitute for, when necessary, the first level support Customer Service Operators.
- To provide proactive support in responding to customer enquiries, diagnosing, and deciding on most appropriate solution and acting accordingly whilst ensuring that all the Service Level Agreements targets are met
- Actively look for opportunities to innovate and improve services and reduce incidents
- To follow ITIL processes and to ensure company policies and standards are met
About You
You will have gained experience in a technical service desk role with the ability to analyse problems and provide solutions. You will be dedicated to providing exceptional customer service with excellent attention to detail and communication skills.
You will also have/be;
- Knowledge of IT systems and applications troubleshooting skills
- The ability to manage multiple tasks and work under pressure
- Technically competent
- Knowledge of Technologies and Applications: C#, Azure, SQL, VisualStudio, .Net, Azure SQL Server, PowerBi, JIRA, Confluence
- Knowledge of ITSM Toolsets (preferably Zendesk)
- Knowledge of IT security (firewalls, anti-virus, etc) is desirable
- Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc) is desirable
- Microsoft Certified Professional or equivalent
- CompTIA A+ or equivalent
About Us
Landmark Information Group holds a wide portfolio of market leading PropTech businesses that span an incredible range of markets and technology platforms across the sector. With well-known application suites, online services and massive national scale property data as well as premier geospatial datasets we are at the forefront of innovation and thought leadership in the industry.
We deliver award-winning solutions to estate agency, conveyancing, surveying, lender valuations, land asset management, environmental consultancy, and Government markets. This is a chance to join the business as we make major steps forward in leveraging the latest cloud and large-scale technologies to start bringing together the entire market to a unified platform.
We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
