Come da richiesta aggiorno l'annuncio postando quanto possibile in lingua italiana.
Tipo di committente: Ibuildings UK Ltd. Registered Office: 65 New Cavendish Street, London W1G 7IS. Registered in England & Wales no.: 6278367.
Nome del referente: Marco De Bortoli
Contatto: marcoatibuildingsdotcom
Luogo di lavoro: in loco (London)
Tipo di contratto: assunzione a tempo indeterminato, retribuzione commisurata alla reale esperienza del candidato.
Scadenza: nessuna
Cosa cerchiamo:
Fondata nel 1999, Ibuildings è l'autorità PHP leader nel Regno Unito e nei Paesi Bassi. Ci siamo specializzati nello sviluppo Web Enterprise, dando assistenza a tutte le grandi aziende che desiderano adottare tecnologie open source per il loro business. Ibuildings fornisce inoltre consulenza PHP di alto livello, mantiene una pratica di formazione e gestisce un servizio di supporto 24/7. Siamo inoltre partner di grandi nomi quali Zend Technologies, php|architect e molti altri.
Ibuildings attualmente ha un organico di 80 persone UK così come operativi in Netherlands per un totale di oltre 100 dipendenti all'interno dell'intero gruppo.
Per la nostra sede di Londra siamo alla ricerca di un Senior Support Analyst per il nostro centro supporto 24/7 per via della nostra continua espansione nel mercato.
I dettagli e le caratteristiche tecniche richieste sono descritte di seguito. È opportuno sottolineare che vista la natura internazionale dell'annuncio ogni futuro contatto con il sottoscritto e la nostra azienda avverrà in sola lingua inglese. Tengo a sottolineare che è un opportunità concreta di fare il grande salto e di poter lavorare secondo i più moderni metodi di sviluppo ed utilizzando le migliori tecnologie disponibili.
About you
As senior helpdesk support analyst, your responsibility is to provide first and second line helpdesk support in a fast-paced environment to external customers, assisting them with their web-based applications via phone, email or call logging system.
Duties and responsibilities
- Provide 1st line technical support; answering support queries via phone and e-mail and resolving incidents
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Take ownership of user problems and be proactive when dealing with user issues
- Log all calls on the call logging system (JIRA)
- Take ownership of incidents from creation to resolution
- Provide proactive support, highlighting ongoing issues and working to a resolution
- Maintain a log of all incidents and problems detected
- Allocate more complex calls to the relevant IT team
- Carry out paid out of hours support on a rota basis
- Assist in setting up news users on internal systems and handling internal user queries
- Provide cover as team lead when required
- Manage client expectations
Skills/Attributes Required
- Strong knowledge of PHP, Magento, MySQL and Apache
- Degree-level education in an IT related discipline
- Incident and Problem Management experience
- Previous Helpdesk (telephone support) experience
- Excellent telephone manner
- Experience of dealing with external clients
- Experience of using call logging software
- Experience in SLA creation and reporting on metrics
- Able to regularly commute to our office in Central London and eligible to work in the UK
Skills/Attributes Desired
- Basic understanding of PC hardware set-up and configuration
- Basic network knowledge
- Previous team lead experience
- ITIL certification
- Zend Framework certification
- Previous development experience
- JAVA
What We Offer
You have an amazing opportunity to join an exciting and dynamic company, working with some of the leading lights of the open source industry. Our employees value the flexible working environment and the chance to develop their skills on a wide variety of interesting projects.
Your salary will start in the range £25,000 to £35,000, dependent on your experience. We'll provide you with the latest tools to help you do your job (Mac/PC/Linux/whatever you feel comfortable with). Our technical staff receive regular training (up to 5 days/year) and are encouraged to attend PHP/open source conferences (up to 5 days/year). You'll also benefit from eligibility to join our company BUPA scheme (after one year's service), childcare vouchers (from day one) and free eye tests.
We have a relaxed dress code at the office and operate a flexible working hours policy.
Interested?
If you are interested in this position at Ibuildings, please contact me privately and I'll send you all the details and further steps to follow in order to complete your application.
No agencies, please. All communications will be treated as confidential.
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