Software Support Analyst (Opensource / Cloud)
- Recruiter
- Confidential
- Location
- Maidenhead
- Salary
- Competitive
- Posted
- 16 Jun 2021
- Closes
- 14 Jul 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
We provide industry leading open source content management and solutions for information-rich enterprises with large volumes of unstructured content. We help organizations by providing a better way for people to work, ensuring they have the information they need, exactly when they need it most wherever they work.
More than half of the Fortune 100 companies leverage our products and solutions and we have been voted 'best place to work for' for the last 5 years.
We are looking to recruit a Software Support Analyst with experience of Cloud / API / Opensource support to join our team on a permanent basis.
This role would suit someone with a keen passion for future technologies, many of our customers run on Linux and Windows and are in the process of migrating to AWS and as such, our support team are used to dealing with highly technical questions and issues.
Key Responsibilities include:
* Troubleshoot and resolve basic issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members
* Provide regular and frequent communication to customer with oversight; ensure customer is fully advised as to the progress or delay to the resolution of their issue
* Maintain ownership of and accountability for customer requests with oversight; maintain ownership of request and follow through consistently with resolution
* Monitor and pick up support cases from customers requesting assistance via internal company system with oversight
* Respond to inbound calls for products to support process or production down needs; create case and route to proper queue accordingly
* Identifies and submits software defect cases to internal team for review
* Contribute to internal documentation to fully reflect all activity related to resolution of support request
* Adhere to the Change Control Policy for Cloud environments
* Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Business' Information Systems Security Policy
Skills and experience required:
* Working knowledge of Javascript or other scripting languages
* Working knowledge of SQL
* Working knowledge of cloud infrastructure technologies, such as AWS and MS Azure
* Working knowledge of Windows, Linux, and UNIX (NIX) operating systems
* API languages preferred
* Critical thinking and problem solving skills
* Organizational, multi-tasking, and time management skills
* Collaboration skills, applied successfully within a team as well as other areas
* Oral and written communication skills that demonstrates a professional demeanour and the ability to interact with others both internally and externally
* Ability to use sound judgment and appropriately escalate issues for guidance
* Ability to speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience
* Able to thrive in a fast-paced environment
* Attention to detail
* Sharp, fast learner with technology curiosity and aptitude
* Ability to work varying shifts on an as needed basis to address customer and partner needs within their business hours
* Up to 10% travel time required
* Associate's Degree in Technical or a related field or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job
Employee Perks and Programs include:
Flexible Working. Paid Time Off. Volunteer Time Off. Wellbeing Initiatives. Career Development and Training. Sabbatical Program.
Please press apply now to submit your application. Alternatively, if you would like further information on this position or other positions win a similar sector, please feel free to contact Shaunna Doherty on (phone number removed) for a confidential conversation.
We are an equal opportunities Business. We welcome applications from all suitably qualified candidates regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Each company within the Planet Equity Group is a "data controller". This means that we are responsible for deciding how we hold and use personal information about you in line with GDPR guidelines. Full details regarding how we hold your data is available within our Privacy Notice accessible at our website
More than half of the Fortune 100 companies leverage our products and solutions and we have been voted 'best place to work for' for the last 5 years.
We are looking to recruit a Software Support Analyst with experience of Cloud / API / Opensource support to join our team on a permanent basis.
This role would suit someone with a keen passion for future technologies, many of our customers run on Linux and Windows and are in the process of migrating to AWS and as such, our support team are used to dealing with highly technical questions and issues.
Key Responsibilities include:
* Troubleshoot and resolve basic issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members
* Provide regular and frequent communication to customer with oversight; ensure customer is fully advised as to the progress or delay to the resolution of their issue
* Maintain ownership of and accountability for customer requests with oversight; maintain ownership of request and follow through consistently with resolution
* Monitor and pick up support cases from customers requesting assistance via internal company system with oversight
* Respond to inbound calls for products to support process or production down needs; create case and route to proper queue accordingly
* Identifies and submits software defect cases to internal team for review
* Contribute to internal documentation to fully reflect all activity related to resolution of support request
* Adhere to the Change Control Policy for Cloud environments
* Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Business' Information Systems Security Policy
Skills and experience required:
* Working knowledge of Javascript or other scripting languages
* Working knowledge of SQL
* Working knowledge of cloud infrastructure technologies, such as AWS and MS Azure
* Working knowledge of Windows, Linux, and UNIX (NIX) operating systems
* API languages preferred
* Critical thinking and problem solving skills
* Organizational, multi-tasking, and time management skills
* Collaboration skills, applied successfully within a team as well as other areas
* Oral and written communication skills that demonstrates a professional demeanour and the ability to interact with others both internally and externally
* Ability to use sound judgment and appropriately escalate issues for guidance
* Ability to speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience
* Able to thrive in a fast-paced environment
* Attention to detail
* Sharp, fast learner with technology curiosity and aptitude
* Ability to work varying shifts on an as needed basis to address customer and partner needs within their business hours
* Up to 10% travel time required
* Associate's Degree in Technical or a related field or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job
Employee Perks and Programs include:
Flexible Working. Paid Time Off. Volunteer Time Off. Wellbeing Initiatives. Career Development and Training. Sabbatical Program.
Please press apply now to submit your application. Alternatively, if you would like further information on this position or other positions win a similar sector, please feel free to contact Shaunna Doherty on (phone number removed) for a confidential conversation.
We are an equal opportunities Business. We welcome applications from all suitably qualified candidates regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Each company within the Planet Equity Group is a "data controller". This means that we are responsible for deciding how we hold and use personal information about you in line with GDPR guidelines. Full details regarding how we hold your data is available within our Privacy Notice accessible at our website