TECHNICAL SUPPORT ANALYST

Permanent, full-time

Come join the technology team at Drvn! We are a start-up leading the way in Connected Vehicle technology, IoT and data-driven services. We offer in-car technology, web apps and APIs to our customers to improve the experience of drivers and companies all over Europe. The success of these services requires a reliable, well-documented and smooth-running platform.

THE ROLE

The successful candidate will work within the Operations Team to provide 2nd line software and hardware support to our customers.  

AS A TECHNICAL SUPPORT ANALYST YOU MUST BE:

  • A logical thinker with excellent analytical and problem-solving skills

  • Able to show excellent customer service skills, time management and attention to detail

  • Someone who enjoys dealing with constant change and wishes to continuously learn from new challenges

  • Tenacious and be prepared to follow issues through to resolution

  • Hands on and prepared to step out of the defined role when needed to help the business succeed

YOUR KEY RESPONSIBILITIES WILL BE:

  • owning, analysing, troubleshooting and resolving 2nd line technical issues for our B2B Customers

  • providing a first-class level of service by meeting or exceeding contractual Service Level Agreements and Key Performance Indicators

  • escalating to 3rd line support, where required

  • handling B2B Customer service requests

  • helping to improve company procedures and documentation

  • recording and maintaining the knowledge and known errors databases

  • reporting on adherence to Service Level Agreement and Key Performance Indicators

  • logging of returned hardware and investigation of fault, if any

  • performing Post-Release Verification Testing (PVT) for new software and hardware releases into the Production environment

  • testing of new releases as and when required.

REQUIREMENTS:

  • a Degree qualification in Information Technology, Computer Science, Science, Engineering or Business

  • experience in an IT client-facing support role or Testing role is an advantage

  • a valid passport allowing travel within the European Union.

REQUIREMENTS:

  • a Degree qualification in Information Technology, Computer Science, Science, Engineering or Business

  • experience in an IT client-facing support role or Testing role is an advantage

  • a valid passport allowing travel within the European Union.

To apply, please send us your CV and covering letter.  No recruiters please.