Support Analyst
4 weeks ago
- Providing first line support our existing bespoke software solutions. You will be managing the support queue, assessing support tickets, answering queries, and liaising with the relevant teams to resolve tickets. Where possible, you will also be undertaking code fixes to resolve issues
- Managing the support queue
- Assessing and prioritizing support tickets, answering queries
- Collaborating with our internal customers
- Liaising with the relevant teams to resolve tickets and where possible, undertaking code fixes to resolve issues
- Learn new technologies, keep abreast of existing technologies and contribute to the evolution of best practices of the department
- Work with the team to size and estimate work, peer and code reviews
- Continually updating technical knowledge and skills by reading manuals, using video tutorials and hands-on training
- Document software and systems functionality
- Review current systems to gain not only a technical understanding but also how this system is used and integrated within the business
- Present ideas for system improvements and challenging existing technologies and methodologies where appropriate and identify any potential cost or time saving
- Comply with project plans, business goals and industry standards
- Working with the Test Team Lead to manage and improve the support process and effectiveness
- Working with the technical teams to identify root causes, and implement change to mitigate these going forward
- Cross technical boundaries that are out of any comfort zone - for example working on web development if primarily a windows developer
- Write well designed, efficient code using the CBS coding standards
- Design and develop user friendly and intuitive screens for applications
- Maintain code within GIT Source Control and understand branching, GitFlow etc
- Undertake priority support on major system issues and fixes
- Maintaining systems by monitoring and correcting software defects
- Undertaking R&D and Investigating new technologies
- Understand the CBS database infrastructure
- Have a good knowledge of the CBS network and server infrastructure as well as deploy software components to the various servers and environments
- Any other reasonable duties as required
- Ability to work in line with our core values of pride, integrity, accountability, continuous improvement and enjoyment
- Degree or diploma level certification in a relevant IT field like Data or Business Intelligence
Skills, Knowledge & Attributes
- Ability to work towards strict deadlines within a fast-paced environment
- Good communication and interpersonal skills
- Strong analytical and problem-solving skills
- Experience working in an agile development environment. Using Kanban / Scrum boards, and tools like Azure DevOps or Atlassian's Jira
- Fundamental knowledge of C#
- Fundamental knowledge of Linq queries
- NET Framework / .NET Core
- SQL knowledge
- Azure Devops or GitHub
- Web API
- Experience of ASP.Net / ASP.Net Core
- MVC Frameworks
- Unit Testing / Mocking Frameworks
- Git
- HTML, CSS, SASS
- JavaScript, TypeScript
- Bootstrap
- React, Next.Js
- Azure Infrastructure
- Deployment Tools (i.e. Octopus Deploy)
- NServiceBus / Azure ServiceBus
- WPF, XAML, MVVM
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