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Technical Support Analyst (software support)

Date: 29-Apr-2022

Location: Oxford, GB, OX4 4DQ

Company: Nominet

NEVER HEARD OF NOMINET? 

Our name may not be familiar, but you probably use our services every single day – ever visited a website ending in a .uk?

We’ve been running the national internet namespace for a quarter of a century, sitting proudly at the heart of the UK's critical digital infrastructure.  

Such a responsibility requires world-leading cyber security and we’re gaining a reputation for our innovative new security solutions, protecting our own systems and beyond. 

But we’re also a Public Benefit business. We invest in making a positive impact of the lives that are being most disrupted in our digital age: young people. We’re known as one of the UK’s leading ‘tech for good’ funders and the commitment to building a connected, secure and inclusive digital future drives everything we do. It’s not just rhetoric – ask our staff. 
  

THE BEST BITS 

At Nominet you can expect a competitive salary (depending on experience of course), plus excellent benefits including 30 days holidays, Healthcare, Pension Scheme, Life Assurance, Wellbeing allowance, Remote Working,  Flex benefits and much much more.

 

ABOUT THE ROLE


Do you thrive on delivering exceptional customer support in a technical environment? We are looking for a Technical Support Analyst who will be the first point of escalation for technical queries within the Service Delivery team. The team is responsible for supporting critical services to all of our customers using Nominet services at the heart of the internet.
We’re looking for someone who can deliver a high level of technical trouble shooting support to a range of customers and internal teams. This is a great opportunity for someone with experience of working within a help desk environment providing technical support for software applications and products.

 

The role will involve working in shift patterns that cover the hours of 8am – 10pm (Monday to Friday). On-call out of hours support on a rota basis will also be required.

 

WHAT YOU WILL BE DOING
•    Communicate effectively with all Nominet customers on level 1 and 2 customer support tickets 
•    Conduct proactive systems & performance monitoring
•    Support customer escalations and provide recommendations for front line skills development
•    Ensure that technical support is delivered to a high standard and within required SLAs
•    Provide technical input to ongoing incidents and problem management
•    Conduct in depth API analysis to anticipate customer issues and ensure a first response resolution wherever possible
•    Write and develop SQL code to perform data queries to provide comprehensive detail of registry objects, patterns and history
•    Utilise XML to identify errors or standout characteristics of API command responses
•    Support the compliance team by completing proactive technical assessments of registrar system behaviour through database interrogation and interpretation
•    Contribute to internal knowledge base articles
•    With the help of the Technical Training Manager, understand and cascade technical information to Customer Support Assistants as a “Training Champion”
•    Document customer feature requests, ensuring the problem statement is accurately captured, championing their prioritisation with the Product Team
•    Assist with departmental training assessments to a high standard, demonstrating technical knowledge of Nominet’s products
•    Complete root cause and trend analysis activities where appropriate

 

WHO YOU ARE


You’ll have a passion for service excellence in customer support and you’ll bring to the role:
•    Experience providing support for complex technical products or services
•    Experience supporting API based products 
•    Experience in a variety of technical troubleshooting activities, including interrogating databases with SQL queries, analysing system log files and the ability to interpret Extensible Markup Language
•    Knowledge of coding languages
•    Ability to investigate support trends, and the ability to apply a methodical approach to identify root cause and complete solutions
•    Experience of influencing and stakeholder management at a variety of levels


Job Segment: Technical Support, Help Desk, Information Technology, Developer, Database, Technology