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:
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A logical thinker with excellent analytical and problem-solving skills
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Able to show excellent customer service skills, time management and attention to detail
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Someone who enjoys dealing with constant change and wishes to continuously learn from new challenges
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Tenacious and be prepared to follow issues through to resolution
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Hands on and prepared to step out of the defined role when needed to help the business succeed
YOUR KEY RESPONSIBILITIES WILL BE:
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owning, analysing, troubleshooting and resolving 2nd line technical issues for our B2B Customers
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providing a first-class level of service by meeting or exceeding contractual Service Level Agreements and Key Performance Indicators
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escalating to 3rd line support, where required
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handling B2B Customer service requests
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helping to improve company procedures and documentation
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recording and maintaining the knowledge and known errors databases
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reporting on adherence to Service Level Agreement and Key Performance Indicators
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logging of returned hardware and investigation of fault, if any
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performing Post-Release Verification Testing (PVT) for new software and hardware releases into the Production environment
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testing of new releases as and when required.
REQUIREMENTS:
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a Degree qualification in Information Technology, Computer Science, Science, Engineering or Business
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experience in an IT client-facing support role or Testing role is an advantage
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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.