Technical Support Analyst

Salary £27,000 – £35,000 (dependent on experience)

Location Office (Croydon) 2 days / Remote 3 days per week

intuitive are looking to employ an enthusiastic, personable candidate to work in application support.

Summary of role

The role reports to the Operations Director and is a full time position.

The role is for a Technical Support Analyst to join our team providing support for intuitive’s reservation platform (iVector) and related applications, who can also deal with the technical aspects of the role, such as configuration management.

Previous experience working in travel is required, and you will be taught the additional knowledge and skills required to support iVector, alongside exposure to development tools such as SQL to help support this knowledge.

You will work in a small team, reporting to the Support Desk Manager, working in a busy, customer focused environment, working to contractual SLAs whilst providing fantastic customer care.

As the support desk is open between 8am-5.30pm UK time weekdays, you will be required to work a shift pattern, working either 8am-4.30pm or 9am-5.30pm.

On call out of hours “P1” support is also required to be covered by the support team (paid at an additional hourly rate), although it is not compulsory that you sign up to do this.

Main duties and responsibilities

  • Solve customer support tickets and queries in an accurate and efficient manner
  • Apply technical skills to “deep dive” into issues if the need arises
  • Quickly accumulate existing iVector product knowledge
  • Provide warm, empathetic and highly competent customer service
  • Manage client expectations regarding resolution of tickets
  • Ensure that resolved issues are tested before they are passed on to the customer’s environment

Key skills, experience and capabilities

Essential

    • Has previously worked within travel and/or travel technology industries
    • Strong analytical, numeracy and problem solving skills
    • A strong interest in technology
    • Ability to work under pressure

Key skills, experience and capabilities

Desirable

      • A track record of working in an internal/external IT support role
      • Customer support experience
      • Previous experience of using iVector
      • Working with Atlassian products (e.g. Jira)
      • Knowledge and interest in SQL Server and relational database concepts
      • Has worked with and understands API interfaces and related concepts

Personal attributes

All employees are expected to live by the company values: 

Candour, fairness, ambition, challenge and warmth.

What will the interview process be?

Online Aptitude Test

○ On successful CV review, we will ask the candidate to complete an online aptitude test.

○ On successful completion of the test, we will invite the candidate in for an interview

Interview Structure

The interview will be roughly 90 minutes long, and will consist of the following:

  • 30 minutes interview with support team members / Operations Director
  • 30-45 minutes paper aptitude test
  • 30 minutes interview conclusion with Operations Director / MD

Benefits of working at intuitive

To find out more about the benefits of working at intuitive, please click here

How to apply

Please apply by sending a CV to careers@intuitivesystems.co.uk

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