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Backup Support Analyst

Job Description

Accelerate your career as a Backup Support Analyst with a well-established client based in Edinburgh, who are seeking a talented IT professional to provide excellent 2nd and 3rd line technical support. This is a full-time, permanent position and will be customer-facing, therefore excellent communication and service ethos is essential within this role. 

As a Backup Support Analyst, you will be acting as an escalation point for Service Desks and liaising with the 2nd and 3rd Line support teams to maximise the availability of services. You will also ensure that support requests and incidents are dealt with promptly and professionally, continually improving customer response, resolution and service availability. 


Your new employer 

Our client is an industry-leader in hybrid cloud and IT infrastructure solutions, providing reliable and secure systems for business in the UK and beyond. Celebrating nearly 30 years in business, this well-established client has built trust and meaningful partnerships with many businesses to help contribute to business growth, via their innovative and safe solutions. 


You new job responsibilities 

  • To resolve incidents and problems both directly from customers and through technical escalation 

  • Respond to requests and execute changes 

  • Respond to each ticket within the agreed Response SLA 

  • Quickly escalate tickets that cannot be resolved to the appropriate customer support team in line with support processes 

  • Resolve Incidents, Requests and Changes within the agreed target Resolution SLA 

  • Work with vendors 

  • Form part of the on-call rota 

  • Provide input based on experience to improve procedures 

  • Input into the Continual Service Improvement and Problem Management processes with the aim to reduce the overall number of alerts 

  • Adopt and be an advocate for customer first approach 

  • Keep customers (both internally and externally) updated on progress while resolving open tickets, communicating using the most appropriate method (written and spoken) 

  • Contribute to Knowledge Base and documentation 

  • Maintain and develop own knowledge and skills to assist with first time resolution 


Additional Responsibilities 

Flexibility is required of all job holders to adjust responsibilities as required from time to time by their Line Manager/Divisional Director. The responsibilities and reporting lines detailed in the above job description may also be reviewed and amended occasionally to reflect the requirements of the organisation. 

The above list of duties is not exhaustive, however provides an indication of the likely daily tasks and responsibilities.  


Special Conditions 

As Backup Support Analyst, you may be required to travel to new sites and potentially customer sites from time to time. You may also be required to work out of hours on an occasional basis to suit the needs of the business. 


Apply Now! 

Please send us an up-to-date copy of your CV. Candidates will be required to provide proof of right-to-work eligibility and up-to-date contact details for at least 2 references.   

Stafffinders are acting as an employment agency, for the purpose of this role.