Our client who us a part of a Government Organisation is seeking a Technical Support Analyst to join their team. Excellent working environment with growth potential.

Purpose

The Support Analyst is the first point of contact for our clients support.
The principal tasks is to analyze production issues discovered by the client in their Production Environment.
The Support Analyst ensures that the business analysis, internal QA and Development teams have all the information required to respond to and resolve the issues.
The Support Analyst is to hold a professional rapport with the clients support and testing teams, other supporting departments and our clients QA team members and developers

Responsibilities

Analysis of all issues raised by the client Production Teams. In this process the following is involved:1- Using the "Remedy Action Request System" to track client originating issues2- Accessing data held on DB2 Database3- Working with XML messages flowing in and out the system4- Discussing issues with Business owners5- Using the Defect tracking system6- Utilising support software
Raising valid defects and logging required information into the defect tracking system.
Providing developers and testers with all information required to replicate and resolve client issues.
Scripting automated test cases where required for use by testers and developers in verifying issue resolutions.
As a member of the support team, ensure 24/7 support coverage for the client production systems.
When on standby duty according to the standby roster, taking first call, registering, prioritizing and escalating any issue raised via the different support channels.
In-depth training will be provided on all support tools to perform tasks during the initial period.

The position is based in Somerset West, however, the Support Analyst may be required to travel to clients sites on rare occasions.

Requirements :

Advanced SQL and XML (messaging technologies)
Client facing customer service experience
Good written and verbal communication skills
Exposure to ticketing and bug tracking software
Experience with large systems support
Java Development Background