Technical Support Analyst

CTS x Tiger Eye specialises in implementing and supporting Enterprise Content Management (ECM) solutions in the Legal, Banking, Professional Services and other markets. As proud partners of iManage for over fifteen years, we specialise in Document and Email Management, with our work predominantly involving the iManage Worksite suite of ECM products. Helping clients manage their documents, emails and other content, we also use other software such as DocsCorp and DocAuto, which we also support.

Role Purpose

Right now at Tiger Eye, we are looking to hire a Technical Support Analyst to help build and strengthen our support services. Located in our Norwich office, the role will involve a variety of activities including some software development, systems analysis and other general customer support tasks. Other project objectives will also be set from time to time, to allow the role to develop further. Full on-the-job and some external training will be offered.

As a Technical Support Analyst, you will need the drive to go above and beyond to provide outstanding service to our customers. You will need to be a self-starter with a positive attitude, have excellent communication and time management skills. You will have a methodical approach with the ability to solve problems using your technical knowledge with a passion for learning and growing your technical skills.
Some of your main takes will include:

• Diagnosing issues swiftly and accurately
  
• System customisation
• Identifying and developing internal solutions
• MSSQL database analysis and development
• VBA scripting/Macro development

Essential Skills

• Outstanding customer service and call handling
• Microsoft Office Suite (Word, Excel, Access and PowerPoint)
• Windows Desktop Operating Systems and Windows Server Operating Systems (Server 2008-2016)
• Helpdesk CRM/Ticketing software

It would be really advantageous if you have an understanding of the following:

• Databases (MSSQL Server, Oracle, MySQL)
• Web-Application Servers (Apache, IIS, Tomcat, XAMPP)
• Web Server Technologies (HTML, CSS, JavaScript, JSP, PHP, XML, XSLT)
• Exchange server (on-premise and/or Office 365)
• Programming Languages (VBA, Python, C#)
• Hosted RDP solutions (Nutanix, Citrix, Microsoft RDS)

Benefits

• Office Hours: Mon-Fri 9am-5.30pm.
• Hybrid working: 2 days in the office, 3 WFH
• Holiday: 25 Days Annual leave
• Company auto-enrolment pension and bonus scheme
• Holiday Buy Back Scheme
• Health care cash plan
• Wellbeing programme including an Employee Assistance Programm
• Instant access to our Benefit Hub
• Training and development programme tailored to your role and career goals