Position: Lead Technical Support Engineer/Data Analyst
Company: LimITless Technology Consultants
Experience required: 1y
English level: upper

Role Title: Technical Support/Analyst
Working Hours:  8AM-5PM LDN 
Working Days:  Monday - Friday
 
Major Responsibilities
1.	Analyze and assess log data using a variety of tools, with the intent of identifying the root cause of issues and proposing their resolution
2.	Classify websites, applications and other online material that users have sought to access
3.	Maintain logs and tools that underpin the delivery of the filter, thereby protecting users
4.	Field incoming problem tickets, providing technical support to teams within the organization, and to external clients when required
5.	Document actions taken within the ticketed query system and ensure requests, issues and resolutions are kept up to date
6.	Record problem-solving processes, including all successful and unsuccessful steps taken, through to final resolution
7.	Analyze issue resolution data, make recommendations for support process improvement, and assist in the implementation of changes
8.	Communicate application problems and issues to key stakeholders, including management and development team members
9.	Test fixes and perform post-resolution follow-up to ensure problems have been adequately resolved
10.	Work cooperatively with development, release and quality assurance personnel in the design, testing, and delivery of custom developed solutions
11.	Interact with clients from time-to-time in order to scope out the problem

Required Experience/Characteristics
•	A bachelor’s degree in an IT-related field or equivalent amount of experience and/or training
•	Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
•	Experience providing application support services to defined SLAs 
•	Experience with Business Intelligence (BI) Tools such as Power BI, Tableaux (A big plus)
•	Highly self-motivated, self-directed, professional and reliable
•	Able to absorb new ideas and concepts quickly
•	Ability to approach support issues analytically, as well as understand and solve problems efficiently
•	Ability to effectively prioritize and execute tasks in a high-pressure environment
•	Ability to present ideas in business-friendly and user-friendly language
•	Very strong customer service orientation
•	Excellent written, oral, interpersonal, and presentational skills
•	Experience working in a team-oriented, collaborative environment
•	Proven ability to generate SQL type queries and define and run scenarios is desirable
•	System configuration and technical knowledge is essential
•	Salesforce experience is a desirable
•	Leadership