SaaS Support Analyst

An exciting opportunity has arisen for a SaaS Support Analyst to join PRISYM ID based in Wokingham.

NOTE: The role is UK office based but the successful candidate must be willing to work at times commensurate with supporting a global customer base.  

PRISYM ID is a well-established company based in Wokingham, and is one of the world’s leading developers of product identification and barcoding software.  They have been developing high quality labelling and Auto ID solutions to companies in a wide range of industries for over 20 years.  They bring together a combination of skills, experience, products and services that are unique in the labelling and identification market.

The SaaS Support Analyst is a key role in our SaaS and cloud management team. This new role will involve day to day management of the third party hosted cloud environment, including provisioning new customer systems, monitoring the infrastructure and developing tools for automating deployment and upgrades. This aspect of the role will require building a positive relationship with the cloud provider and liaising with them on all operational requirements.

The role will also involve providing first and second line technical support to the SaaS customer base, with an initial period of working embedded into the existing support team for training in the relevant products that the SaaS environment delivers. This will require recording and maintenance of customer incident reports (IRs) in the helpdesk system, instigating replication of incidents on test systems if necessary and maintaining the high quality response and resolution timescales in line with PRISYM ID service level agreements (SLAs).

As a SaaS Support Analyst your duties and responsibilities will be:

• Day to day operation of the SaaS environment including on-boarding of new customers,  managing SaaS platform, upgrades and being primary contact for cloud provider.
• First and second line support for SaaS customers; logging calls within the incident management system, email and telephone assistance, performing problem investigation / verification, liaison with development to identify solutions and / or workarounds, providing customer feedback and updates, closing calls. 
• Development of procedures and tools for reliable operation of SaaS environment including monitoring, automating provisioning, implementing system upgrades and performing Installation Qualifications on all new components as required by compliance demands.
• Keeping abreast of the appropriate regulatory requirements
• Conform with the PRISYMID quality procedures

An ideal SaaS Support Analyst will have the following skills and qualifications:

• Required software package and infrastructure skills:
  • Microsoft Windows Server including 2012 and above
  • Microsoft Office 2010 and above
  • Microsoft IIS 6 and above
  • SQL Server 2010 and above
  • Experience in and understanding of SaaS concepts
  • Implementation of infrastructure and application monitoring and automation tools
  • Understanding of computer networks and use of VPN for remote administration
  • Experience in document management, printing and or labelling solutions would       be an advantage

• Support skills:
  • A logical approach to diagnostics and problem solving
  • Proven ability to deal with customers in a technical support capacity
  • The ability to balance the demands of multiple clients simultaneously
  • Knowledge of Helpdesk systems and procedures including ticket management within an ITIL or similar environment

QUALIFICATIONS NEEDED FOR ROLE

• Recognised qualification in a computer/numerate subject and / or
• Background or experience in IT operations and / or enterprise software technical support

This role is critical to the success of a new line of business for PRISYM ID. Reporting directly to the VP of SaaS Business Development, but working very closely with support, the role offers a high degree of autonomy and scope for initiative. The successful candidate will have an opportunity to develop the role into a platform for expanding their career within the organisation.

Your working hours will be 9am – 5.30pm (37.5 hours per week).

In return for this you will receive a salary of £25,000 - £30,000 per annum.

For an opportunity to join this expanding company please submit your CV online.

recruitx ref:  52981014 / INDHP