Opportunities for permanent roles in a range of business sectors

Support Analyst

We are seeking a Senior Level 2 Support Analyst to help drive the development of the Support function, to assist in managing GeoSpock’s support model in conjunction with the Support Manager, and to provide incident management activities whilst communicating effectively both internally and with clients.

 


Senior Level 2 Support Analyst

Operations, Cambridge


 

The Company

 

This is a great opportunity to work with one of the UK’s most exciting tech companies!

 

GeoSpock is the world’s only space and time intelligence platform built for the hyper-connected world! Smart infrastructure is driving the transformation of cities, logistics, networks, buildings, transportation systems and communications networks. This, in turn, is generating extreme amounts of new data requiring real-time management and analytics at hyper-scale.

 

Our mission is to be the engine that powers smart nations. GeoSpock’s location intelligence engine provides the ability to discover new insights from legacy data gathered over years of operation or extreme data from the hyper-connected world of sensors and portable assets.

 

We have strong financial backing, coupled with real commercial traction. Our aim is to be a 100+ person company within the next 12 months!

 

Our headquarters, recently renovated in Cambridge, along with our bases in London and Singapore, are all created with a relaxed and unique style.  We have a friendly, collaborative atmosphere and a diverse team of super-bright people from around the world.

 

Role

 

We are seeking a Senior Level 2 Support Analyst to help drive the development of the Support function, to assist in managing GeoSpock’s support model in conjunction with the Support Manager, and to provide incident management activities whilst communicating effectively both internally and with clients.

 

Reporting into the Support Manager, key areas of responsibilities for this role include the following:

 

  • Operating and assisting in refining the support model - continuous improvement of the support model in conjunction with the Support Manager and support partner
  • Knowledge sharing - coordination of efforts of populating the knowledge base, ensuring knowledge is shared effectively between 1st to 3rd line support functions
  • Incident and request management - management of 2nd level incidents/requests assigned. Upholding  the procedures that govern support escalations and flow into problem management and other service management functions
  • Escalation - ensuring 2nd level support is provided to address incidents/requests that have been escalated from the 1st line support partner, providing resolutions where possible and going through proper escalation procedures to 3rd level support where needed
  • Processes - Make sure processes are carried through to ITIL standards (in-house or utilising outsourced partners). Analyse and re-engineer processes as necessary to be in line with best practices in the industry and to enable effective incident management and support activities

 

Required Skills and Competencies

 

We are seeking an experienced professional who is highly motivated and has:

  • Experience working in a 2nd level Support capacity or in Operations, with responsibilities similar to those mentioned in the section above
  • Experience working in a front-line, client-facing role such as account management or support
  • Experience with ITIL or other service management frameworks
  • An analytical approach to problem-solving
  • A proactive approach and has a get-things-done mentality
  • The ability to involve stakeholders and work collaboratively across different departments and functions
  • The ability to plan and follow through accordingly, working in an organised manner
  • The ability to work in an agile, fast-paced environment
  • Clear, persuasive communication style (written and oral)

 

Experience in any of the following areas would be an advantage:

 

  • Experience working in one or more IT organisations - a data technology organisation would be a plus
  • Experience in training/educating internal stakeholders would be a plus
  • Experience in supporting SaaS/web-hosted services would be a plus