IT Support Analyst

What you will do

At Colt Data Centre Services this is our business. Colt Data Centre Services offers flexible and affordable colocation and IT infrastructure solutions. Our connectivity and colocation solutions allow our customers freedom to plan effectively for the growth of their business, knowing that their data centre strategy is future-proof. We operate 15 state-of-the-art data centres across Europe and APAC, offering 24/7 security and local language support. We are connected to a further 530+ third party data centres across our network and are able to offer private links into the major public cloud providers. 

We are at a critical turning point as we become an independently focused business and at the same time, supported with the strong backing and investment of Fidelity. We expand our footprint in Asia and Europe which enables us to invest and leverage our real estate and infrastructure to expand our current sites and open up new ones. 

You’ll be part of a dynamic, agile , forward thinking team of individuals that are looking significantly grow the business. This is an exciting time and a new beginning for Colt DCS. 

  Our vision: to be the most customer centric data centre provider 

You will be: 

•    Reporting to the Business Applications Manager, the Support Analyst is a key member of the IT Team with responsibility of providing first & second line support to maintain the high quality of our systems and deliver a solid service to our end customers.
•    You will be supporting infrastructure and application layers of a growing toolset, including our customer portal, sales CRM and asset management systems. You will be part of a lean IT team, that troubleshoots, configures and supports our key systems.
•    Your day-to-day duties will involve fulfilling user requests, performing initial investigations on issues, communicating resolutions to end-users and implementing break-fixes wherever possible.
•    You will work closely with the delivery teams when new software packages are required and establish good working relationships with support suppliers and key system business owners.

Key Accountablities

• Support DCS personnel by fulfilling ticket requests within SLAs.
• Access and new account requests.
• Answer customer queries related to our system setup.
• Troubleshoot and document issues, identify possible fixes and escalate where necessary.
• Ensuring tickets are appropriately categorised and triaged.
• Ensuring accurate, timely and relevant comms is issued for open tickets
• Handover and track resolution of issues to internal delivery teams and 3rd party suppliers.
• Run regular trainings for internal users on key systems.
• Update training videos / solutions upon feature and bug-fix releases.
• Test and feedback on new systems, bug-fixes, newreleases and improvements, working closely with our delivery team.

What we're looking for

• Understanding of web development / web applications.
• Quick to pick up new systems/environments and grasp the logic.
• Excellent communication skills.
• Strong verbal and writing skills with the ability to explain IT concepts to non-technical crowds.
• Able to quickly and accurately troubleshoot system errors.
• Highly self-motivated, resilient and tenacious.
• Produces work to consistently high standards.
• Ability to demonstrate attention to detail.
• Displays high level of professionalism and integrity.
• First line IT Support experience.
• Some exposure to key technologies such as: HTML,JavaScript, PHP, MySQL, Oracle, Tomcat, IIS, Azure would be nefecial, but not essential

Flexible approach to working conditions and working hour to meet business objectives, including visits to remote offices/sites as required