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- Tasks: Provide top-notch support for cloud-hosted software in the energy trading sector.
- Company: Join Energy One, a leader in innovative energy trading solutions.
- Benefits: Enjoy competitive pay, hybrid work, and structured training for career growth.
- Why this job: Make a real impact in a dynamic environment while helping clients succeed.
- Qualifications: Experience with web applications, SQL, and a passion for technology is essential.
- Other info: Be part of a diverse team with opportunities for continuous improvement and learning.
The predicted salary is between 36000 - 60000 £ per year.
Energy One Limited is a leading provider of software solutions and services for the global energy trading industry. We help businesses optimize their energy trading strategies through technology-driven solutions and expert market insights. This customer-focused role will join our dynamic Client Services & Support Team. The Support Analyst will deliver high-quality support across our suite of Energy One application software products, with a strong emphasis on cloud-hosted services in Microsoft Azure and AWS. You will manage incidents, support application functionality, coordinate releases, and deliver exceptional customer service.
Job Requirements
- Experience supporting and troubleshooting complex web applications and web server-based software, ideally in a cloud-hosted environment.
- Working knowledge of Microsoft SQL Server, including query writing and use of SQL Server Management Studio (SSMS).
- Familiarity with Internet Information Services (IIS) and Windows Server environments (2012 and above).
- Basic understanding of networking and infrastructure concepts (e.g., DNS, firewalls, load balancing).
- Proficiency with Windows OS and Microsoft Office, especially Excel for data analysis and reporting.
- Incident management and root cause analysis (RCA) capabilities, with a focus on resolving issues efficiently and communicating clearly with stakeholders.
- Ability to manage time effectively, prioritise tasks, and deliver under pressure in a fast-paced support environment.
- Demonstrated passion for technology, with a proactive mindset, natural curiosity, and a drive to solve problems and support customer success.
- Bachelor’s degree in IT, Business, or a related field; certifications such as ITIL, ISO 27001, PMP, or CSM are advantageous.
- Exposure to Microsoft Azure, AWS, or other cloud platforms.
- Understanding of Software as a Service (SaaS) and Platform as a Service (PaaS) models.
- Experience with Jira Service Desk, Power BI, and familiarity with ISO 27001 frameworks for security and compliance.
Job Responsibilities
- Deliver high-quality application support for Energy One’s cloud-hosted software products (Azure & AWS), ensuring timely resolution of incidents and service requests in line with SLA commitments.
- Act as a customer advocate, building strong relationships and ensuring clients achieve maximum value from our solutions.
- Manage the full incident lifecycle, from triage and troubleshooting to resolution and root cause analysis, maintaining clear and proactive communication throughout.
- Support release management activities, including deployment coordination, validation of new features, and ensuring customers are informed and prepared for changes.
- Collaborate with customers to understand their business needs, identify opportunities for optimisation, and guide them in leveraging advanced product capabilities.
- Promote customer success by identifying opportunities for product enhancements, customisation, and upselling of professional services.
- Maintain accurate documentation, including support procedures, known issues, and customer-specific configurations, to ensure consistency and knowledge sharing.
- Contribute to continuous improvement initiatives by sharing customer feedback and insights with internal teams to drive product and service enhancements.
- Participate in a 24x7x365 support rota, including on-call responsibilities, to ensure uninterrupted service and rapid response to critical issues.
Job Benefits
- Structured training program to develop your skills in business development and the energy sector.
- Career growth opportunities within a fast-growing international company.
- Competitive salary and benefits package.
- Hybrid working.
- Exposure to global energy markets and innovative trading solutions.
Energy One promotes diversity, inclusion and equal opportunity.
Support Analyst employer: Energy One Limited
Contact Detail:
Energy One Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the energy trading industry, especially those who work at Energy One. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a project that highlights your experience with cloud-hosted applications and SQL Server. When you get the chance to chat with hiring managers, this will set you apart from the crowd.
✨Tip Number 3
Be ready for the tech talk! Brush up on your knowledge of Azure, AWS, and incident management. During interviews, demonstrate your understanding of these platforms and how they relate to the role of a Support Analyst.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Energy One.
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Support Analyst role. Highlight your experience with cloud-hosted services, SQL Server, and any relevant certifications. We want to see how your skills align with what we do at Energy One!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for technology and customer service. Let us know why you’re excited about the opportunity to support our clients and how you can contribute to their success.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex issues in the past. We love candidates who can demonstrate their ability to manage incidents and communicate effectively with stakeholders.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Energy One Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of cloud-hosted environments, especially Microsoft Azure and AWS. Be ready to discuss your experience with SQL Server and web applications, as well as any troubleshooting you've done in the past. This will show that you're not just familiar with the tech but can also handle it under pressure.
✨Show Off Your Customer Service Skills
Since this role is all about delivering exceptional customer support, think of examples where you've gone above and beyond for a client. Prepare to share stories that highlight your ability to manage incidents and communicate effectively with stakeholders. This will demonstrate your commitment to customer success.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills. Think about how you would handle specific incidents or challenges related to application support. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Demonstrate Your Passion for Technology
Let your enthusiasm for technology shine through! Talk about any personal projects, certifications, or courses you've taken that relate to the role. Showing a proactive mindset and a genuine curiosity about the industry can set you apart from other candidates.
