Second Line Application Support Analyst


Location: Belper, Derbyshire, UK
Job Summary

An exciting opportunity has arisen to join Nathan Grace Holdings Limited’s Support team as a Second Line Application Support Analyst based in Belper. NGHL is the parent company of Chevin Fleet Solutions Limited. Chevin are recognised as the world leading Fleet Management software provider with offices in the UK, Belgium, France, Australia and America, having customers in over 180 countries around the world.

Job Profile

• You will be providing second line application support involving complex application issues that require a thorough investigation to provide a solution
• Taking ownership of escalated incidents from first line and thoroughly investigating by means of replication or background analysis of the incident to provide a solution
• Work to SLA targets to ensure that resolutions are in place in a timely manner
• Accurately logging all communication via our ticketing system
• Managing tickets to ensure that they can be referred upon if needed by linking tickets
• Ensuring that all communication is professional, empathetic and courteous and you are working to continuously ensure the company’s high standards of customer service
• Identifying bugs in the system and logging the incidents with detailed replication steps to the development team to correct
• Deploying software on our hosted environment and customers virtual machines
• Document functionality, useful information and replication steps on the support knowledge bank to increase the team’s knowledge of bespoke functionality
• Use of Microsoft SQL Management Studio to query table data and code functions to extrapolate the cause(s) of issues

REQUIRED QUALIFICATIONS & EXPERIENCE

• You must be analytically minded, a great problem solver, have an excellent attention to detail and most of all be a team player
• Proven experience in technical customer support and working in an application support role
• Excellent written English language skills with excellent telephone manner
• An intermediate to expert knowledge of T-SQL and managing databases
• Experience building relationships with clients and deescalating incidents
• Able to work under pressure
• Experience using Microsoft Server and IIS and knowledge of TCP/IP frameworks
• Experience with managing tickets
• Experience with using VPN software including Remote Desktop Connection
• (Desirable) understanding of Javascript and C# though not essential
• (Desirable) use of ticketing systems like Zendesk and JIRA

• (Required) application support experience 1-2 years