Application Support Analyst - Alloy

Location:

Leamington Spa

Benefits:

Competitive Salary, Pension, Private Medical Insurance, Life Cover, Permanent Health Insurance

Company Background:

Yotta is a provider of software and services; helping organisations, agencies and companies with asset rich environments to manage and make more informed decisions about their infrastructure assets.

We have a range of market leading software products backed up with a range of professional and consultancy services which help our customers deliver a better service across their organisations. Head Quartered in Royal Leamington Spa and with another office in Gloucester we have an English heritage. However, we are very much a global organisation. Operating in 25 countries and with a number of offices located globally, we are able to connect with customers and partners from all over the world.

We are part of the AIM listed Oxford Metrics Group of companies who provide vision technology across the life science, entertainment, defence and engineering sectors.

The role:

We are currently seeking an Application Support Analyst - Alloy to be part of our growing and successful Support Department.

The primary function of this role is to be a first point of contact within our Application Support team, providing telephone, email and remote support directly to our customers. Working under the supervision of the Customer Support Manager, you will be expected to deliver the highest standards in Customer Service. You will gain exposure to a number of disciplines, including: Application support and operational advice, scripting, debugging, software installation and configuration, databases and reporting and delivering Software as a Service (SAAS). You will be a point of escalation for the Application Support Team as well as liaising with other key areas of the business, such as Product and Development.

This is an excellent opportunity, offering great prospects, to be involved in a key business area during an exciting period of growth for the company, and it will allow you to develop personally and professionally. This role is based in our newly custom-designed office in Leamington Spa.

Duties and Responsibilities:

• Deal with incoming customer support requests for Web Client and Mobile issues, logging and updating tickets where appropriate
• Escalate Incidents; Problems; Enhancement Requests and business opportunities to the relevant departments
• Provide remote support, via industry standard tools, to our desktop, server and mobile applications
• Assist the Development Team with debugging, replication, testing, documentation and feedback as required
• Be a point of escalation for the Application Support Team
• Ensure Support tickets are managed as expected, with correct information gathering, troubleshooting, customer updates and escalation
• Ensure that internal systems are kept up-to-date
• Assist with the updating and day-to-day management of our Software as a Service platforms
• Provide technical backup and application knowledge to all business areas where required

Required Skills:

• Strong IT background
• Inductive and deductive reasoning skills

• Scripting/programming experience, ideally JavaScript, C# and/or Python
• Working knowledge of RESTful API's
• Good knowledge of debugging tools, such as Chrome DevTools

• A minimum of 2 years' experience delivering software / application support in a customer facing role
• Strong systems fault-finding and analytical skills
• A good communicator - face-to-face; telephone & written
• An ability to converse with non-technical people on IT issues and are able to build and maintain good relationships with clients and colleagues
• Creative and innovative problem solver
• Good Time Management skills
• Team player, with ability to work on own as well when required

Desirable Skills:

• Associate (or higher) degree in computer science
• JavaScript and Web debugging experience
• Experience debugging Mobile applications
• Experience of using Asset Management software, within Highways, Street Lighting, Street Works, Waste & Grounds environments
• ITIL Certified

Yotta is an equal opportunities employer