2nd Tier Analyst / Systems Administrator

Job title:

2nd Tier Analyst / Systems Administrator

Company

Hiring People

Job description

Are you an experienced Systems Administrator with a knack for troubleshooting and a passion for supporting robust IT systems? Join us as a 2nd Tier Analyst / Systems Administrator, offering up to £40,000 plus benefits, based in Cambridge or remote with occasional travel.About the CompanyWe are a fast growing and successful GovTech company. We are dynamic and forward thinking, with great ambition. You will have the chance to share your knowledge and make your presence felt. With our people at the core of everything we do, we don’t want people to ‘fit in’, diversity and difference are essential to creativity. We want people to thrive in our open and collaborative environment and be an integral part of our close knit team.So, if you are looking for something more than ‘just a job’, you are in the right place. We have big company benefits, including Private Medical Insurance, Life Assurance and Pension, as well as Volunteering Days, Health & Wellbeing benefits and social activities.If this all appeals and you have the ambition to match ours, then read on!The Job RoleAs a 2nd Tier Analyst / Systems Administrator, you will work directly with customers, third parties and internal teams to support customers using our products built on the Salesforce platform.The 2nd Tier Support Analyst / Systems Administrator will be responsible for picking up support tickets escalated from 1st line support, identifying the root cause, making necessary adjustments and providing clear communication to the customer at all stages of the ticket lifecycle.Key Responsibilities:

• Providing prompt resolution to inbound support tickets or assigning to an appropriate resources / queue where necessary.
• In collaboration with the wider team, coordinate and execute proactive maintenance for our company’s systems.
• Coach other members of the team and produce training materials/diagrams where appropriate.
• Make adjustments to system configuration, security models and document templates as required by our customers.
• Assisting with product instals, upgrades, patches and testing. Promoting well documented changes from a non-production environment into production.
• Work with the internal project team to develop project documentation and configuration templates. Ensure that your work is well documented so others within the team can make use of it on appropriate projects.
• Look for new ways to improve our processes and products by analysing information gathered from customers and presenting well thought out solutions and ideas back to internal seniors and leads in our R&D department. You may see your work and suggestions added to our products, helping you show your customers that you are working for them.

Is this You?Requirements:

• Experience of configuring or developing business (web) applications.
• A good understanding of concepts such as data models, security models, and workflows.
• A working knowledge of ticketing systems such as Salesforce Case / Jira / Trello and key workflows / lifecycles for support tickets.
• Understand the principles of application architecture and have experience with the design process.
• Excellent level of customer service (our team’s customers are external, but your experience working with internal stakeholders is also valued) and helping them work through challenges to achieve a positive outcome.
• Excellent communication skills both verbal and written.
• Highly organised and not easily fazed by unexpected changes or issues.
• You must be a self-starter, as comfortable working outside of the box as in it, happy to learn an

Expected salary

Location

Cambridge

Job date

Thu, 31 Oct 2024 23:02:34 GMT

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