2nd Line Support Analyst

Date Posted: 10/1/2018 Reference: VAC-1196255 Salary: £0 Location: Gateshead Job type: Permanent Sector: IT | Speciality: Software Development Contact: Michael Glaze-Santonen

2nd Line Support Analyst: Newcastle

My client are an established software and business process outsourcing company. Owing to an excellent reputation, and subsequently increased demand, they are looking to expand and hire a 2nd Line Support Analyst.

Company Overview

A well established and highly regarded company, they work predominantly in the utility and pharmaceutical sectors with many blue-chip clients across a diverse portfolio of software products and services.

They provide themselves on a personal service to their customers and their values are focused on delivering excellence in everything that they do. Indeed, it’s not just about the physical products that they supply, but more about the overall solution they deliver and the way in which it is delivered.

As a culture, it is a modern and pleasant environment. It would suit people who work best in fast-paced, diverse environments within a friendly team mentality.

Job Overview

An outstanding support analyst is sought to oversee a varied product base. You will utilise Microsoft technologies, specifically MVC 5, C#, Bootstrap and SQL Server to support responsive, innovative web applications developed for the customer base.

Responsibilities Overview

> Second line support of several key systems written in C# and ASP.NET with SQL Server back end
> To take ownership of issues raised by the Group Helpdesk; individually progressing issues through to completion or escalating to the development team for resolution. Managing priority, severity, customer expectations, within agreed SLAs
> Document changes and fixes, maintaining software documentation/versions including functional specifications to reflect these changes/fixes in accordance with our strict Release Management processes
> Maintain the source code repository using Tortoise SVN, branching and merging changes when required
> Liaising with customers in a professional and courteous way with the ability to explain issues in a non-technical manner and building trust relationships with end-users
> Interrogate data from various back-end services and databases using T-SQL
> Stay plugged into emerging technologies/industry trends and apply them into operations and activities


> Proven working experience in technologies such C#, HTML5/CSS, ASP.NET, MVC 5, Bootstrap, jQuery and Microsoft SQL Server - This does not need to be in a commercial environment and all valuable experience will be considered.
> An understanding of how web applications work including security, session management, and best development practices
> Experience of relational database systems and database management tools (ideally Microsoft SQL Server Management Studio)
> Problem diagnosis, logical thinking and creative problem-solving skills
> Knowledge of and exposure to debugging code in Microsoft Visual Studio
> Strong organisational skills, with the ability to prioritise and juggle multiple tasks within the constraints of defined service levels
> Ability to work and thrive in a fast-paced environment, learn rapidly and master diverse web technologies and techniques
> Attention to detail and diligence in maintaining and updating the service desk system

The Package

As well as a competitive salary and proven opportunities for career advancement, the company offer:
> 25 days holiday per annum (33 including Bank Holidays)
> Private Pension Scheme
> Comprehensive Private Medical Cover
> Free on-site parking
> Relaxed and friendly working environment