Technical Support Analyst

  • Boulevard "Tsarigradsko shose" 86, 1113 Geo Milev, Sofia, Bulgaria
  • Full-time
  • Department: Customer Service
  • Role Type: Hybrid
  • Employee Status: Regular
  • Schedule: Full Time

Company Description

We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.

 

We also help people to check their credit report and credit score, and protect against identity theft. In 2019, for the fifth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

 

We employ approximately 17,000 people in 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

 

At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

Job Description

1.      Project Delivery Support

·       Provide technical support for business teams during the delivery of small to medium complex applications.

·       Work to agreed project schedules

·       Ensure working and technically acceptable solutions are delivered.

·       Installation of software into the Managed Service and customer sites in line with experience.

·       Provide support for customers and business teams relating to client software installations and subsequent pre live testing.

·       Demonstrate working solutions to clients and business teams. (Customer installations may require international travel)

·       Liaise, on a regular basis, with project supervisor as to the progress of assignments.

·       Prompt escalation of issues to project supervisor in order to allow implementation of appropriate action and prevent client escalation

·       Produce documentation to help both client and fellow team members understand and support systems on going.

·       Undertake an effective Handover of the application and system knowledge to other support functions. Identify key issues encountered during the delivery and actions taken

·       Provide support to the production support team during the initial period of live operation.

 

2.      Release management

·       Understand the purpose of a software release

·       Produce clear well-structured and documented test plans

·       Create and test software releases in line with  procedures

·       Planning of activities to be undertaken  in relation to a release

·       Resolve client queries following a release

·       Provide out of hours working with regards implementation of  releases in order to reduce the impact to the client

·       Administer software licenses and other 3rd party software as required to support the business

·       Identify and escalate of any perceived schedule slippage

·       Prepare Escrow packages under supervision

 

3.      Problem/incident Management

·       Use of the Incident Management system.

·       Own incidents and ensure that detailed information is maintained in order that fellow team members can assess the situation at any time.

·       Awareness of client SLAs with appropriate escalation to line manager of any foreseen service breach

·       Regular communication of status and progress to line manager and, in line with experience, internal project teams

·       Correct prioritisation of work schedule to ensure tasks are aligned with incident severity.

·       Assist in the production of Outage and Service Resumption reports.

 

1.      Project Delivery Support

·       Provide technical support for business teams during the delivery of small to medium complex applications.

·       Work to agreed project schedules

·       Ensure working and technically acceptable solutions are delivered.

·       Installation of software into the Managed Service and customer sites in line with experience.

·       Provide support for customers and business teams relating to client software installations and subsequent pre live testing.

·       Demonstrate working solutions to clients and business teams. (Customer installations may require international travel)

·       Liaise, on a regular basis, with project supervisor as to the progress of assignments.

·       Prompt escalation of issues to project supervisor in order to allow implementation of appropriate action and prevent client escalation

·       Produce documentation to help both client and fellow team members understand and support systems on going.

·       Undertake an effective Handover of the application and system knowledge to other support functions. Identify key issues encountered during the delivery and actions taken

·       Provide support to the production support team during the initial period of live operation.

 

2.      Release management

·       Understand the purpose of a software release

·       Produce clear well-structured and documented test plans

·       Create and test software releases in line with  procedures

·       Planning of activities to be undertaken  in relation to a release

·       Resolve client queries following a release

·       Provide out of hours working with regards implementation of  releases in order to reduce the impact to the client

·       Administer software licenses and other 3rd party software as required to support the business

·       Identify and escalate of any perceived schedule slippage

·       Prepare Escrow packages under supervision

 

3.      Problem/incident Management

·       Use of the Incident Management system.

·       Own incidents and ensure that detailed information is maintained in order that fellow team members can assess the situation at any time.

·       Awareness of client SLAs with appropriate escalation to line manager of any foreseen service breach

·       Regular communication of status and progress to line manager and, in line with experience, internal project teams

·       Correct prioritisation of work schedule to ensure tasks are aligned with incident severity.

·       Assist in the production of Outage and Service Resumption reports.

                              

4.      Team Working

·       Support and to respect fellow team members.

·       Place shared goals before own interest and fostering a good team spirit

·       Share knowledge across the group  and publication of knowledge articles

·       Continual process improvement pro-actively identifying initiatives to improve the support experience.

 

5.      Personal Development

·       Continual development through the identification and actioning of own Personal Development Plan

 

6.      Other responsibilities

·       Comply with company rules and procedures and stay informed about their updates

Qualifications

·       Very good analytical and problem-solving capabilities

·       Minimum 2 years of experience in technical administration

·       In-depth knowledge of Linux

·       Good understanding of RDBMS and SQL (eg Oracle, SQL server)

·       Good understanding of web servers

·       Strong communication skills

·       Good organisational skills

·       Good interpersonal skills

·       A thorough understanding of particular domain of products and services and their use by clients

·       Experience of working in cross functional teams

·       Ability to share knowledge and experience easily

Able to work with minimum supervision

Additional Information

  • Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books
  • Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time
  • Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme
  • Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events
  • Opportunity for Flexible working hours and Home Office

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