At a Glance
- Tasks: Support and troubleshoot software systems, ensuring smooth operations for the business.
- Company: Join Acorn Insurance, a dynamic company in Liverpool City Centre.
- Benefits: Enjoy 35 days holiday, mental health support, and flexible working options.
- Other info: Great opportunity for career growth in a supportive environment.
- Why this job: Be a key player in maintaining vital systems and enhancing operational resilience.
- Qualifications: Problem-solving skills and experience in IT support preferred.
The predicted salary is between 30000 - 32000 £ per year.
There is an exciting opportunity at Acorn Insurance for a passionate Software Support Analyst to join our IT team and play a key role in supporting the internally developed systems that keep our business running smoothly. In this role, you will act as a key point of contact for system issues escalated by our business support teams through the ticketing system. You will triage ticket requests, aim to resolve issues first time where possible, and escalate more complex bugs or product backlog items via Azure DevOps. You will also ensure that all systems are fully and accurately documented to support Disaster Recovery plan testing and operational resilience.
What you will be doing:
- Working closely with the Systems Support, Project, Development and Database teams to ensure efficient support mechanisms and resolutions
- Managing all escalated support requests raised from the business to triage, troubleshoot, resolve or escalate accordingly
- Developing and maintaining SQL Server stored procedures and report processes to resolve and improve operational database and reporting processes
- Working with the Infrastructure and DevOps teams to provide robust logging and monitoring solutions, using alerting and dashboards to understand system availability and performance of internal systems
- Creating and maintaining developed system documentation, including application dependencies, ensuring latest information is embedded in the Disaster Recovery plans
- Managing, maintaining and performing backups/recoveries to support effective DR plans and operational resilience procedures
- Working within the Change Management processes, ensuring all changes are documented within appropriate RFCs
- Working with the Database, SecOps and InfoSec teams to ensure security is maintained to best practice and standards adhered to
- Assisting with application and product testing as required
- Ensuring SOP catalogue is maintained and added to when needed
What we are looking for:
- Problem solving and troubleshooting skills
- T-SQL, SSIS, SSMS experience
- Awareness of security principles
- Excellent written, communications and documentation skills
- Communicate with all levels of staff within the business and our external partners
- The ability to work under pressure and to tight deadlines
- One year working in an IT support role is preferable
- Experience within an ITIL service management model or qualification, or the ability to articulate an understanding of ITIL methodology
- Experience in analyzing and interpreting logs using monitoring and observability tools such as Grafana, Loki, Datadog, Redgate and similar platforms
- Exposure to servers and Windows services
- Exposure to legal or insurance industry with familiarity of the software and toolsets utilised would be advantageous
Benefits:
- 35 days’ holiday (including bank holidays) with additional buy/sell options
- 24/7 mental health support and free counselling available
- Flexible benefits, including early access to salary via our internal platform
- Hybrid working options to support work-life balance and individual needs
Software Support Analyst in Liverpool employer: The Acorn Group
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