GRADUATE 2ND LINE SUPPORT ANALYST

Reply, Inc.; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

An innovative company is seeking a Graduate 2nd Line Support Analyst to join their Support & Operations team. In this role, you will provide essential technical assistance to customers, monitor critical healthcare systems, and collaborate with various teams to resolve incidents. This is a fantastic opportunity for someone with a degree in Computer Science or a related field who is eager to develop a career in technical support and cloud systems. If you have a passion for technology and excellent communication skills, this role offers a dynamic environment for growth and learning.

Qualifications

• Bachelor's or Master's degree in Computer Science or IT-related field.
• Interest in support and operations with aspirations in technical support.

Responsibilities

• Serve as the first point of contact for technical assistance.
• Guide users through solutions and log support interactions.

Skills

Technical Support

Communication Skills

Problem Solving

Microsoft Azure

SQL Databases

Education

Bachelor's Degree in Computer Science

Master's Degree in IT-related field

Tools

Azure DevOps

Helpdesk Systems

Job description

Career Opportunities: Graduate 2nd Line Support Analyst (10668)

Requisition ID10668 - Posted - Years of Experience: 1 - Consulting - Location: 1 - Job

Solidsoft Reply is a Reply Group company specialised in developing digital healthcare solutions for patient safety and closed-loop medicine management. We partner with healthcare and industry sectors, helping our customers succeed through expertise in designing and implementing innovative solutions, with a strong focus on Microsoft technologies and the Azure cloud platform. We are a thought leader in our field, delivering software and services via a team of highly skilled professionals. www.solidsoft.reply.com

Role Overview:

We are seeking a 2nd Line Support Analyst to join our Support & Operations team. Reporting to the Service Desk Manager, you will provide initial response support to customers and handle customer requests, incidents, and problems. Your role will involve monitoring critical healthcare systems utilizing Microsoft Azure technologies and communicating complex technical details effectively to global customers and internal teams. The position may require some out-of-hours, on-call, and shift work as part of a rota.

Responsibilities:

1. Serve as the first point of contact for customers seeking technical assistance via phone, chat, email, or ticketing system.
2. Guide users through solutions following established procedures and knowledge articles.
3. Collaborate with clients, vendors, partners, and technical teams to support and escalate technical incidents.
4. Accurately log all support interactions, resolutions, and follow-ups in the helpdesk system, managing issues through to resolution with professional communication.
5. Query databases and logging tools to identify and resolve system issues.
6. Follow Change, Incident, and Problem Management procedures.
7. Contribute to technical documentation, user guides, and participate in continuous improvement and knowledge sharing within the team.

Candidate Profile:

• Bachelor's or Master's degree in Computer Science or IT-related field, with a 2:1 or higher.
• Interest in support and operations, with aspirations to develop a career in technical support and cloud systems.
• Familiarity with application support, troubleshooting, or software development concepts.
• Willingness to learn Service Management processes such as Incident, Problem, and Change Management.
• Enthusiasm for learning Microsoft technologies like Azure, Azure DevOps, and SQL databases.
• Strong communication skills, collaborative attitude, and dedication to excellent customer service.
• Logical problem-solving skills and eagerness to grow in a dynamic support environment.

Reply is an Equal Opportunities Employer committed to diversity and fair employment practices. We welcome applicants and provide reasonable adjustments during the recruitment process.