Tier 3 Technical Analyst

Job Description

We are looking for a Tier 3 Technical Analyst who can provide an expert level when it comes to troubleshooting; trending the key purpose of the role is to work closely with multiple resolving teams – including internal Microlise teams and external 3rd parties seeing technical incidents through to resolution. You will deliver the highest level of support to our customers whilst working within a three-tiered technical support model. You will be responsible for handling the most difficult or advanced incidents and problems.Have you got 3rd line service desk technical experience Are you looking for a new opportunity and challenge A role where you can take the technical lead and guide others How about joining an organisation whose clients include industry giants such as Tesco, JCB and Eddie Stobart Yes This could be a perfect opportunity for you!Key duties and skills:Provide advanced technical support via phone, portal, email or in personResolve 3rd line incidents / requests and problems within set SLAs - communicating effectively with customersHandle functional and customer escalationsIdentify root causeCreate tools for use by 1st / 2nd line and provide continuous training/support to improve performanceEnsure Knowledge Articles are created, validated and publishedExcellent communication skills with the ability to recognise your audience and to work closely with both internal and external stakeholdersTo write and execute SQL server database scriptingCreate technical documentationExcellent problem solving skills and the ability to approach problems from all angles to resolve Incidents/Problems and recognise patternsOversee major incidents - as a technical lead, chair investigation meetings, agree and assign actions, drive Incident investigation and resolutionProducing Weekly/Monthly/Quarterly reporting if requiredIdentify scope for or items for inclusion in service improvement plansEssential criteria:Demonstrable experience in a senior technical support roleSQL Server skills (Oracle or similar) and knowledge of querying databases at a high levelTechnical Infrastructure experienceApplication support experienceITIL foundation as a minimumExperience of managing blue chip customersExperience within a 3rd line, customer support roleExcellent communication skillsPositive attitude, capable of working under pressureWorking Hours:This is a full time position working Monday – Friday, however the team do operate out of hours on a rota basis to support our customers where necessary.Why MicroliseWhen your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used. Supporting 14 of the UK’s 15 largest retailers, we count household names such as JCB, Eddie Stobart, Carlsberg, Waitrose and Royal Mail as customers.Proudly Midlands-based, Microlise has been privately-owned for thirty years. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.Full support and training to ensure you are well equipped to succeed in your roleWe believe in our culture, values and staff successes, take a look around our careers page to see why our employees love Microlise25 days holiday, excluding bank holidays, increasing by 1 each year to 30 daysExcellent pension schemeFree parking, tea, coffee and daily fruitVitality Health Insurance, Employee Assistance Programme and subsidised eye tests and glassesFree Costco membership20% off EE mobile and line rental, and other local discountsGreat staff extras: Easter eggs, yearly BBQ, Christmas gifts and annual staff awards!Recruitment ProcessFor successful candidates, interviews will take place whilst the advert is still live, via telephone and video conferencing; so don’t delay getting your application in!