GRADUATE 2ND LINE SUPPORT ANALYST

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.

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.