Job Description

Technical Specialist Support

Cambridge, GB
December 01, 2023


We are seeking a skilled Technical Specialist Support Analyst to join our team based in Cambridge. The ideal candidate will be an excellent communicator with strong problem solving skills, sense of ownership and experience working with multiple stakeholders, and a track record in providing fantastic support for complex software solutions. You will be joining Insurance Consulting and Technology (ICT) at an exciting time of transformation as we work on improving the delivery of value for customers and the business. You will utilise your advanced problem solving and support skills, to identify and provide resolutions to a diverse range of complex technical problems for our wide range of international clients. You will also identify, record, and work with teams to proactively revise current procedures and tools to improve overall customer satisfaction. Collaboration with engineering and other technical teams will be key, to not only increase your knowledge but be able to provide the best resolutions to our clients. This role is open to flexible and hybrid working arrangements, with presence in the Cambridge office required on average two days per week. The Role

• Provide high quality complex technical support to our clients and also internal colleagues

• Using your judgment, creativity, and sound technical knowledge to obtain and recommend

resolutions to issues

• Identifying, documenting, and reporting supportability, reliability, and maintenance issues

• Escalating customer issues to engineering teams as necessary and ensuring fixes and solutions are

delivered to customers in a timely manner

• Act as a Subject Matter Expert for at least one product or service

• Engage in problem management activities for products and services that you are an SME for,

taking the time and looking for opportunities to move support closer to, and make it more accessible to, the client

• Participate in our on-call rotation to provide support for critical issues

The essential skills/experience for this position are:

• Experienced senior technical support analyst
• Familiar with supporting complex and/or bespoke software solutions
• Comfortable with supporting clients both in on-prem and SaaS environments
• Gold standard client facing skills, passionate about delivering great support
• An understanding of both on-prem technical landscapes as well as cloud-based technologies;
• Microsoft Azure, Active Directory, networking fundamentals
• Able to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)
• Great organisational skills and a self-starter
• Experience using ITSM tools
• Strong interpersonal skills, with the ability to work effectively with many stakeholders
• Solid verbal and written communication skills, and the ability to present technical information clearly and concisely

Other highly desirable, but not essential skills are:

• Programming experience
• Technical qualifications (Azure certifications, ITIL, DevOps etc.)
• General knowledge of the Insurance Industry