Application Support Analyst

The Application Support Analyst performs detailed analysis and provides an escalation and mitigation service, whilst owning complex technical incidents. A key part of this role is providing swift resolutions to complex problems to minimise and circumvent customer business outage., * Take ownership of incidents that are escalated by the Customer Support team.

• Provide a high level of technical triage and analysis for our Level 3 operations teams and interconnect partners.
• Work with the service deployment and customer success teams to ensure a successful resolution to customer incidents.
• Responsible for the implementation of mitigation steps within the confines of business operations processes.
• Responsible for the initial triage of IT operations incidents such as VPN status of configuration and applying appropriate mitigation.
• Provide a level of triage and escalation of incidents and managing through problems to the operational infrastructure teams or interconnect partners.
• Work closely with other teams within the business to deliver the shared goals of the operations functions.
• Responsible for the comprehension and manipulation of business data within MySQL databases.
• Responsible for planning, owning, and creating business processes that meet customer and business needs, to mitigate future incidents and prob
• Responsible for providing standard technical reports as well as regular status reports on incident progress to Eseye management and Executive teams.
• Must ensure that all work is carried out in compliance with our Information Security Management System (ISO27001).
• Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Eseye teams.
• Responsible for the triage and prioritisation of problems within the structure of defined Operational Level Agreements, to meet the requirements of agreed customer Service Level Agreements.
• Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.

Do you have experience in Microsoft Office?, Do you have a Bachelor's degree?, If you are motivated by problem-solving, have a keen interest in IoT and IT systems, and are excited to learn new technologies, this role offers a fantastic platform for growth. The position offers a hybrid working model, combining time in the office with remote work., Essential

• Degree level Computer Science, Engineering or equivalent.
• 3+ years' experience working in Technical Customer Services or Technical Systems Support.
• • years' experience working in a second line technical specialist role.
• Well versed in established customer service and SLA management processes.
• Extensive experience working in service focused teams, ideally in a Telecoms or communications environment.
• Good systems support experience with Linux.
• Working knowledge of PHP (or equivalent) applications.
• Strong experience in reviewing application code to triage and report application problems accurately to level 3 teams.
• Good working knowledge of fundamental networking concepts.
• Well versed in MYSQL (or equivalent) technologies and be capable of navigating and manipulating data within relational databases.
• Experience with network packet analysis tools such as Wireshark or equivalent.
• Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.
• Strong user experience with key applications within the Microsoft Office suite especially excel.
• The ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.

Desired

• Experience with SIP/voice-based protocols and systems.
• A working knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
• Experience in customer facing positions.
• Familiarity and experience in Cisco based infrastructure (or equivalent) configuration via command line access is highly desirable., * Bachelor's (required)

Experience:

• IT Support: 1 year (preferred)
• Customer service: 1 year (preferred)

• Annual salary review and career progression
• Company bonus of 5%
• Company pension scheme with 5% employer contribution
• Life insurance
• Income protection
• 25 days annual leave
• Birthday annual leave (1 day)
• Free parking
• Unlimited free Costa Coffee
• On-Site Café

Job Types: Full-time, Permanent

Pay: £30,000.00-£33,000.00 per year

Benefits:

• Company events
• Company pension
• On-site parking
• Referral programme

Eseye empowers businesses to embrace IoT without limits. We help them to visualise the impossible and bring those solutions to life through innovative IoT cellular connectivity solutions that enable our customers to drive up business value, deploy differentiated experiences and disrupt their markets. Our pioneering IoT cellular connectivity solutions, versatile hardware, technical consultancy and round-the-clock support allows businesses to overcome the complexity of IoT design, development and deployment. We guide them every step of the way, so they can move forward with IoT projects without the fear of getting it wrong. Supported by our unique AnyNet Secure® SIM technology, Connectivity Management Platform and a powerful partner ecosystem, we help more than 2,000 customers to seamlessly connect millions of devices across 190 countries, agnostic to over 700 available global networks.