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Technical Support Analyst

2 months ago

Llanelli Carmarthenshire, United Kingdom Davies Full time

Our vision

Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead.

We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

Why work for Davies

Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:

  • Reward platform – discounts for over 800 retailers
  • 25 days holiday (rising with service)
  • EAP with virtual GP
  • 2 x paid volunteering days
  • Enhanced maternity and paternity leave policies
  • Fostering friendly and fertility support employer
  • Pension - matched contribution up to 5%
  • Life Assurance (4 x basic salary)
  • Development, training, and professional qualifications where applicable

The role

Our Tech Support Engineers support a variety of clients with several bespoke .Net Applications , delivering excellent customer service, and resolving issues in a timely manner.

This role requires excellent communication skills with a customer-centric approach, and the ability to take ownership of the end-to-end issue resolution process.

This is a dynamic role which will provide the right candidate with the opportunity to work with a great team, contributing to a positive culture and working closely with our clients in maximising the use of our best of breed solutions.

This role is hybrid; 3 days from home / 2 days in-office, in Llanelli (Wales).

Key responsibilities

  • Take ownership of technical support items (incidents and requests), working to resolve these for the client in accordance with the agreed SLA’s and following a quality orientated approach.
  • Perform deployments to release software fixes to various environments
  • Participate in weekly and/or daily stands ups to confirm priority tasks for day and deliver any updates on work being carried out
  • Collaborate and communicate effectively with other team members and to technical and non-technical audiences
  • Manage tasks effectively and accurately track and report on status of your work raising any issues you encounter
  • Continual review and enhancement of the Davies support processes and procedures with a focus on quality
  • Support and contribute to a positive team working culture, fostering collaboration and productivity.
  • Undertake necessary administrative tasks as part of day-to-day activities to ensure smooth services operations.

Key skills and experience required.

  • Able to own and manage specific pieces of client support and change through to resolution / delivery
  • Organised, able to manage time effectively, prioritise tasks and demonstrate initiative
  • Proactive, autonomous.
  • Excellent customer service skills
  • Ability to identify commercial growth opportunities where applicable
  • Applied knowledge of:

-NET Framework (C# and Visual Basic)

-ASP.NET Web Forms, MVC and Web Api

-Microsoft SQL Server / T-SQL

-Windows Server / IIS

-GIT

-Azure Devops Pipelines (desirable)

-Powershell (desirable)

  • Knowledge of HTML, JavaScript and CSS (desirable)
  • A willingness to travel to different Davies UK sites or client sites as required

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