Technical Support Analyst

Job Description

About the role The primary function of the Technical Analyst is to respond to customer queries within given SLAs, providing advice, guidance and resolutions to a range of technical based queries related to Zellis products and services.In this role you will not only learn the infrastructure behind a leading HR & Payroll system, youll also gain and improve on globally recognised technical skills in software and hardware such as Oracle, SQL, Windows, Apache, etc. This is an exciting opportunitythat provides you with a strong foundation to help develop your personal career.Youll work with a wide variety of teams, gaining experience and knowledge across Support, Infrastructure, Change, Development, Account Management and others as you investigate cases and implement preventative measures to customer problems.Key responsibilities include:

• Investigation and fault finding as a part of the resolution process.
• Continuously looking for ways to improve the service offered to customers.
• Working alongside your team to track and discuss errors, identify trends and proactively implement preventative measures to avoid future recurrence.
• Working with individuals outside of your direct technical team, building relationships with every area of the business as you investigate and implement service improvements.
• Representing Zellis via phone, email, live chat and other communication methods. Face-to-face meetings and on-site customer visits may be required on occasions.
• Diagnosing hardware and software faults, finding solutions to technical and applications problems.
• Assisting with Root Cause Analysis reports where required.
• Assisting other departments as required with installing our core software on hosted and on-premise environments.
• 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 all decisions.

Skills and experience required

• Previous experience within a fast-paced technical support environment.
• Incident/case management experience.
• High level of initiative to assist with problem-solving issues that may have never been experienced before.
• Aptitude for pulling data into excel or similar and creating tables, charts and graphs to make it meaningful in relation to data and trend analysis.
• Willingness to learn and understand the infrastructure that makes up the Zellis environments.
• Customer centric - engaging manner, able to build rapport quickly with customers.
• Continuous improvement mindset, able to think creatively to solve and prevent issues.
• Excellent communication skills; strong written and verbal English.
• Windows/Linux knowledge.
• Understanding of monitoring tool - system health and performance.
• Strong Microsoft Office skills, particularly Excel.

Other desirable skills and experience include:

• Knowledge and experience in SQL Server 2012 or later.
• MS Azure.
• Familiarity with CRM tools (e.g. ServiceNow, Salesforce, Zendesk, etc).
• ITIL fundamentals.
• UNIX (AIX, Solaris, Linux).
• Apache/Reverse proxies.
• Container setups, such as Payara.
• Java.
• SAML/LDAP/Single sign on technologies.
• Infrastructure monitoring tools such as New Relic, SolarWinds, Oracle Statspack, etc.
• Experience working within technical departments in large companies.
• Experience in supporting Payroll or HR software.

About us Zellis 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 make people feel appreciatedfor the work they do - through precision, choice, and magic.We have over 50 years of heritage and industry experience - and weve 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, were 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. Were 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 :
LinuxSQLWindows Azure