1st Line IT Support Analyst with some SQL

This software consultancy in Redditch are looking for 2 bright, proactive 1st Line Support Analysts / Support Engineers, to join their busy IT support desk. They need someone who has MS Windows and MS Office support skills, and some all-round basic IT support skills across applications, networks, databases and PC support. Knowledge of SQL and SQL scripting is essential, and you will be asked to take a SQL test as part of the interview process. Salary to £25k plus benefits - you need to live within 30-40 minutes maximum commuting distance of Redditch.

You will be responding to inbound calls and emails and providing an efficient and friendly 1st line support service to your clients across a range of different systems, providing remote support to first contact resolution where possible, logging all incidents in the ticketing system, and escalating issues to 2nd and 3rd line support when needed. You will be experienced in dealing with users over the phone and logging their calls onto helpdesk systems.

You need SQL Server experience to a decent level, and as well as back-up and restore you need to be able to write simple SQL queries, update statements, write a SQL query and manipulate data. You will be detail oriented, a good problem solver who can think on your feet and you can communicate well with clients over the phone and by email.

You will have been the go-to IT helpdesk person for an SME company, or you will have previous experience working for a software consultancy or vendor. Their technical environment is Windows Server, SQL Server, MS Office, ERP, SQL, Active Directory, Network protocols and topology, Java, VMWare, Firewalls etc. and on average, the workload is around 350 tickets per month.

As part of a team of 5, you will work the early shift which is 7.00 am to 3.00 pm. Many of their clients are food distribution companies who need IT Support very early in the morning before their deliveries go out at 9.00 am.

The role:

• Logging and progressing 1st line support calls and emails
• Prioritising and resolving client problems within SLA's
• Setting up new data
• Keeping your documentation, CRM system and records up to date
• SQL queries and scripting
• Escalating issues to 2nd / 3rd line where appropriate
• Follow up customer care calls
• Installing new systems and upgrading existing customer systems

This company have gone from strength to strength developing and selling their unique ERP software for distribution and inventory. They now employ over 200 people, they have an excellent working environment, everyone is highly valued and comprehensive training is provided to fill in your knowledge gaps. Your team mates will be very supportive and knowledge is freely shared.

For more information or to apply, please contact Jake King or Carolyn MacLurg at Ambis Resourcing or send us your CV.