Support Analyst

EBITS LLP is a world leader in providing software and hardware solutions for the Aviation refuelling industry. Our systems are deployed in most of the major international airports around the world; our customers include some of the world’s largest corporations.

We are currently recruiting for a well-motivated, proactive, Support Analyst to work as part of the EBITS Support Team.

General duties:

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• Work as part of a team that acts as primary contact for clients in multiple locations across the globe
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• Logging, investigating and resolving customer requests and progressing them in line with defined SLAs whilst keeping the customer fully up to date
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• Always working to provide exemplary levels of customer service.
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• Deployment and configuration of applications remotely and occasionally on-site
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• Maintain documentation that aids support (support request records, troubleshooting guides, process documents)
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• Performing Testing and Quality Assurance work on new and existing software
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• Proactively identifying ways to improve processes and ultimately the customers experience
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• Delivering occasional training to clients and colleagues
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• Covering out of hours on call work on a scheduled basis
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Required Skills / Experience:

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• Knowledge of Microsoft SQL server 2012 and above
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• Knowledge of TSQL and basic functions
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• Proficient in Windows 10, 11 and Microsoft Office 365
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• Ability to work well both in a team and individually
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• Proactive individual with a ‘can do’ attitude
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• Excellent customer facing skills
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• Ability to demonstrate great analytical and trouble shooting skills
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• Desire to provide outstanding customer service
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• Excellent written and verbal skills
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Desired – Not Essential

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• Experience of working in a time pressured environment
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• Previous experience of working in a Helpdesk or Service Desk environment
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