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Technical Support Analyst job in Uxbridge

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Job Ref:  204792089
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  London
City:  Uxbridge
Post Code:  UB10
14/10/2016 03:58
Technical Support Analyst


This is an excellent opportunity for you, an experienced Technical Support Analyst / Application Support / Helpdesk Engineer to join a world class Software Company specialising in communication software solutions.

We are looking for Helpdesk Support experience in:

VXML, CCXML, SIP, Web services, App Dev, Switching, Speech Recognition and Text to Speech, Experience with Cloud and Hosted Technologies.



The main product is an in-house developed call centre solution comprised of server and client applications, webservers and multiple databases spread over a number of virtual or physical hosts. These machines will be located in customer datacentres and troubleshooting is remote over RDP/VPN.

You will provide first point of contact to customers, establishing the severity of issues, logging accurate problem descriptions and progressing to a satisfactory resolution within service level agreements.


* Provide front line support to customers in Europe and Africa via the phone, email or with remote access technologies where appropriate.
* Accurately log, document and progress customers issues to resolution, maintaining case ownership at all times.
* Work to established SLAs whilst providing regular feedback to customers.
* Work closely with the advanced team / engineering for escalated issues.
* Providing root cause analysis as required for the customer's issues.



In order to be successful, you should have strong skills in the follow area:

VXML, CCXML, SIP, Web services, App Dev, Switching, Speech Recognition and Text to Speech, Experience with Cloud and Hosted Technologies.

In addition, any skills in the following area would be beneficial.

* SQL Server - Versions from 2005 onwards
* Windows Server and Client - All versions
* Web Servers - IIS, Apache
* Networking - TCP stack, HTTP, SOAP, Wireshark, NetMon, ODBC, XML
* Java - Web services, Garbage Collection, performance monitoring
* VMWare or Hyper-v - Machine installation, monitoring or management
* Windows Performance Monitoring
* Linux (any distro)
* Telephony - VOIP, SIP, E1
* TextPad or NotePad++ type applications for logfile analysis
* Scripting - VB, Perl, PowerShell, command line

You will be exposed to all of the above technologies in this role so this is an excellent chance to broaden your IT knowledge.


* 2-4 years relevant work experience supporting customers in a technical environment preferred OR commensurate college-level coursework, or a combination of both
* Experience of call logging software preferably Sales Force.
* Shift flexibility including weekends.

If you are an experienced Application Support / Telephony Software Support Analyst, Technical Support or Helpdesk Engineer, then please send your CV to me today. This position will go quickly
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