Technical Support

Job Title: Technical Support
Contract Type: Contract
Location: London
Salary: £250.00 per day
Start Date: ASAP
Reference: 67297-ITENG-GRK
Contact Name: Geoff King
Contact Email:
Job Published: August 01, 2016 17:44

Job Description

Our Client is a large multi-national company delivering products and services to legal and professional markets.
We are looking to recruit an experienced technical support analyst to join the Content Solutions department. You must be inventive, dedicated and have a proven track record of success.

Your role will include diagnosing and fixing support tickets. You will have the opportunity to work alongside the development teams and build on existing technical skills and experience on the AWS platform.

Responsibilities include:
- Monitoring and managing support ticket queues
- Monitoring application performance on the AWS platform
- Managing all communications to clients and stakeholders in relation to support tickets
- Coordinating investigation work for complex problems - essentially bridging the gap between our non-technical customers and our technical developers
- Ensuring that relevant support documentation is created for new systems and existing documentation updated when existing systems are enhanced
- Classifying tickets and identifying those that can be fixed without development resources
- Fixing configuration issues within CMS driven websites
- Making HTML and CSS changes to sites as required.
- Creating, managing and reviewing reports on ticket closure rates, causes and trends

Qualifications & Experience:

To succeed as a Technical Support Analyst you will have:

- Effective communication and presentation skills are essential as this role involves client liaison at all levels
- 2 yrs experience in a support team role or equivalent
- Experience of working with Content Management Systems
- HTML & CSS knowledge

Although not essential, any of the following will be a distinct advantage:

- Experience of Drupal and Wordpress
- Experience of the AWS platform
- An IT degree or equivalent
- Experience building websites commercially or recreationally

Please apply ASAP if this is of interest