Eseye is seeking a proactive and technically-minded Application Support Analyst to play a critical role in keeping our services running smoothly for customers around the globe. Working at the heart of our Operations team, you will investigate complex technical issues, drive swift resolutions and collaborate with cross-functional teams to minimise service disruption and deliver an exceptional customer experience.

Role Requirements

• Take ownership of incidents that are escalated by the Customer Support team.
• Provide a high level of technical triage and analysis for our Level 3 operations teams and interconnect partners.
• Work with the service deployment and customer success teams to ensure a successful resolution to customer incidents.
• Responsible for the implementation of mitigation steps within the confines of business operations processes.
• Responsible for the initial triage of IT operations incidents such as VPN status of configuration and applying appropriate mitigation.
• Provide a level of triage and escalation of incidents and managing through problems to the operational infrastructure teams or interconnect partners
• Work closely with other teams within the business to deliver the shared goals of the operations functions
• Responsible for the comprehension and manipulation of business data within MySQL databases.
• Responsible for planning, owning, and creating business processes that meet customer and business needs, to mitigate future incidents and problems.
• Responsible for providing standard technical reports as well as regular status reports on incident progress to Eseye management and Executive teams.
• Must ensure that all work is carried out in compliance with our Information Security Management System (ISO27001).
• Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Eseye teams.
• Responsible for the triage and prioritisation of problems within the structure of defined Operational Level Agreements, to meet the requirements of agreed customer Service Level Agreements.
• Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.

Skill / Person Requirements

• Degree level Computer Science, Engineering or equivalent.
• 3+ years’ experience working in Technical Customer Services or Technical Systems Support.
• 1+ years’ experience working in a second line technical specialist role.
• Well versed in established customer service and SLA management processes.
• Extensive experience working in service focused teams, ideally in a Telecoms or communications environment.
• Good systems support experience with Linux.
• Working knowledge of PHP (or equivalent) applications.
• Strong experience in reviewing application code to triage and report application problems accurately to level 3 teams.
• Good working knowledge of fundamental networking concepts.
• Well versed in MYSQL (or equivalent) technologies and be capable of navigating and manipulating data within relational databases.
• Experience with network packet analysis tools such as Wireshark or equivalent.
• Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.
• Strong user experience with key applications within the Microsoft Office suite especially excel.
• The ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.

Desired

• Experience with SIP/voice-based protocols and systems.
• A working knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
• Experience in customer facing positions.
• Familiarity and experience in Cisco based infrastructure (or equivalent) configuration via command line access is highly desirable.

Company benefits may vary by country