SQL Technical Support Analyst

Job Description

About the roleThe Technical Support team forms a part of the Zellis IT department, acting as a last line of defence against incidents. As customers report incidents into Zellis Support Services (ZSS), they go through triage and support where many issues will be resolved.If, however, ZSS are unable to determine the fault or something is not working as designed, they will engage Technical Support. It is then our responsibility to fill the customer with confidence that the "A-Team" has been engaged and we WILL find the causeand implement corrective actions in the shortest possible timeframe.As an SQL Technical Analyst youll predominantly be working on a Tier 2 service desk, with crossover into Tier 3. Our aim, simply put, is to ensure customers can access and use their Zellis products and services as designed. That said, were not just anincident management team!Once a fully reactive team resolving incidents as they were reported, weve now evolved into a reactive/proactive split. Youll spend approximately 50% of your time reacting to customer reports where we pride ourselves on giving the best customer experience;the other 50% is spent monitoring, automating, learning, and making improvements behind the scenes. Proactively fixing issues before they happen is the pinnacle accomplishment.Youll be working alongside like-minded colleagues covering a range of skills including SQL and Oracle database servers, Windows, Unix and Linux operating systems, reporting tools such as Jaspersoft and Power BI, Apache and Tomcat webservers …the list goeson. By the very nature of the products we support, no single person knows everything! Many cases youll work will never have been encountered before in the business, ensuring there is no chance of boredom in any given day.Key responsibilities include:

• Responding to customer queries within given targets, providing advice, guidance, and resolutions to a range of technical based queries related to the Zellis products and services.
• Investigating and fault finding as a part of the resolution process.
• Looking for ways to improve the service.
• Working alongside your team to track, analyse and discuss errors.
• Helping identify error trends and implementing preventative measures to avoid future recurrence.
• Representing Zellis via phone, email, live chat and other communication methods.
• Working to departmental service levels by achieving individual targets, which include initial response times, resolution times and customer satisfaction (CSAT) survey results.
• Ensuring that the customer experience is at the heart of decisions.

Skills and experience requiredMinimum skills:

• 1 year of experience within a Technical Support role, or a Computer Science graduate.
• Excellent level of English, verbal and written.
• Clear communication skills - youll be talking to and emailing external customers daily.
• Strong Microsoft Office skills, particularly Excel.
• Strong problem-solving skills.
• Willingness to learn and understand the infrastructure surrounding bespoke products and be keen to pick-up SQL & Oracle knowledge.
• Initiative and outside the box’ thinking to find solutions to problems.
• Energetic and friendly, upbeat telephone personality, positive can-do’ attitude.

Highly desirable skills:

• Working within complex environments supporting multiple product lines.
• ITIL foundation.
• Azure fundamentals.
• SQL scripting/database query knowledge.
• Database admin (SQL and/or Oracle). Tuning, monitoring, housekeeping.
• UNIX (AIX, Solaris, Linux).
• Apache/Reverse proxies.
• Tomcat.
• Container knowledge such as Jetty, Glassfish, Payara, JBoss.
• Java.
• Single sign on technologies such as SAML or LDAP.
• Monitoring tools such as New Relic, Xymon or Zabbix.

Benefits

• Competitive base salary, plus on call allowance once fully trained.
• 25 days annual leave + bank holidays. Youll also get your birthday off, and have the opportunity to buy additional holiday.
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension.
• Range of additional flexible benefits.

LocationThis position can be based at either of the Zellis offices in Bristol or Peterborough. Both offices have all the expected facilities within the immediate area, including food and coffee houses. There are good public transport links, however those with theirown means of transport are preferred. Tea and coffee (with fresh milk delivered daily) as well as plenty of free parking is available at all sites. Youll generally work two days per week from the office, with the rest of your time working remotely.About usZellis is the leading provider of payroll and HR solutions for the UK & Ireland. Together with Benefex and Moorepay we form the Zellis Group, serving a vast array of companies across every vertical and industry. Our purpose is to power exceptional employeeexperiences so that our customers and their people do better.We have over 50 years of heritage and industry experience - and we’ve been ahead of the curve throughout. More than half a century ago, we were founded as Peterborough Data Processing. Quite a lot has changed since then - not least our name. We were acquiredby Northgate, becoming NorthgateArinso in 2007 and NGA Human Resources UK and Ireland in 2014, where we were joined by Moorepay. In 2018, the UK and Ireland division was sold to Bain Capital and now we operate as a standalone company, Zellis. After acquiringBenefex, we’re now even better equipped to serve the complex needs of our customers.Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We’re proud of our culture and we work hard to create an environment where people want to join, belong to, and be part of a progressive organisation. Our values, whichwere defined with input from all of our 2,000 colleagues, are not empty words on a poster:

• Unstoppable together.
• Always learning.
• Make it count.

Keyskills :
SQL