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- Tasks: Support customers with technical issues and ensure smooth software operations.
- Company: Join a rapidly expanding software solutions business making waves in public sector services.
- Benefits: Enjoy a competitive salary, hybrid work, 25 days leave, and a private pension.
- Why this job: Be part of an innovative team, enhance your skills, and make a real impact.
- Qualifications: Experience with Zendesk, basic networking knowledge, and strong troubleshooting skills required.
- Other info: Work in a hybrid model, with just two days in the office each week.
Oxford - Hybrid (2 days in the office per week) Full-time | Up to £35,000 + Excellent Benefits
CPS Group are looking for a Service Delivery Engineer / Support Analyst to join a software solutions business. In this role, you will play a key part in supporting customers and ensuring the seamless operation of our software solutions. You will provide first-line technical support, troubleshoot software and hardware issues, and assist with major implementation projects.
This is an exciting opportunity to be part of a company that is rapidly expanding across the UK and internationally, offering cutting-edge solutions in public sector services.
What You’ll Be Doing as a Support Analyst:
- Providing technical support via Zendesk, email, and phone.
- Diagnosing and resolving software, hardware, and networking issues.
- Managing and prioritising support tickets to ensure timely resolutions.
- Performing system monitoring and maintenance, proactively identifying potential issues.
- Assisting with application installations, configurations, and updates.
- Supporting the implementation of new projects, including data entry, configuration, and training.
- Documenting support requests, resolutions, and system changes to enhance knowledge-sharing.
What We’re Looking For:
- Experience with Zendesk or similar ticketing systems.
- Basic understanding of networking concepts (TCP/IP, DNS, VPNs).
- Familiarity with Windows and macOS environments.
- Strong troubleshooting skills in hardware, software, and peripherals.
- Knowledge of cloud-based applications and SaaS platforms.
- Excellent communication skills, with the ability to explain technical concepts to non-technical users.
- Previous experience in a technical support role.
What’s in it for You?
- Competitive salary & great career growth opportunities
- 25 days annual leave (+ additional leave for length of service)
- Life Assurance (4x base salary)
- Private Pension
- Healthcare Cash Plan
- Hybrid working model
Support Analyst employer: CPS Group (UK) Limited
Contact Detail:
CPS Group (UK) Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Familiarise yourself with Zendesk or similar ticketing systems. Since this role involves providing technical support through these platforms, having hands-on experience or knowledge will give you a significant edge during the interview.
✨Tip Number 2
Brush up on your networking concepts, especially TCP/IP, DNS, and VPNs. Being able to discuss these topics confidently will demonstrate your technical understanding and problem-solving skills, which are crucial for a Support Analyst.
✨Tip Number 3
Prepare to showcase your troubleshooting skills. Think of specific examples where you've successfully diagnosed and resolved issues in hardware or software, as this will highlight your practical experience and ability to handle challenges.
✨Tip Number 4
Practice explaining technical concepts in simple terms. Since you'll be assisting non-technical users, being able to communicate effectively is key. Consider role-playing scenarios where you explain solutions to common problems.
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Support Analyst position. Understand the key responsibilities and required skills, such as experience with Zendesk and troubleshooting abilities.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job requirements. Emphasise your technical support experience, familiarity with Windows and macOS, and any knowledge of cloud-based applications.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific experiences that demonstrate your troubleshooting skills and ability to communicate technical concepts to non-technical users.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at CPS Group (UK) Limited
✨Know Your Technical Stuff
Make sure you brush up on your technical knowledge, especially around troubleshooting software and hardware issues. Familiarise yourself with networking concepts like TCP/IP and DNS, as these will likely come up during the interview.
✨Familiarity with Zendesk
Since the role involves using Zendesk for support tickets, it’s a good idea to have a basic understanding of how it works. If you’ve used similar ticketing systems, be ready to discuss your experience and how it can translate to this role.
✨Communication is Key
You’ll need to explain technical concepts to non-technical users, so practice articulating complex ideas in simple terms. Think of examples from your past experiences where you successfully communicated technical information.
✨Show Enthusiasm for Learning
This company is expanding rapidly, so showing a willingness to learn and adapt is crucial. Be prepared to discuss how you keep your skills updated and your interest in new technologies, especially in cloud-based applications and SaaS platforms.
