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Job description

Colt Data Centre Services (DCS) 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 are looking for someone able to quickly demonstrate the benefits of first & second line IT support.
  • You'll be able to step in where required and support colleagues to achieve their goals.
  • You'll be excited by working with a global IT team spanning India, Spain, Japan and UK

Role purpose
  • Reporting to the Service and Support Lead, 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 Accountabilities
  • 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.

Skills And Experience
  • Understanding of web development / web applications.
  • Quick to pick up new systems/environments and grasp the logic.
  • Excellent communication skills (Japanese & English).
  • 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.

This is a 12 month FIxed Term Contract with a strong likelihood of extension or conversion to a permanent position.

What we offer:

Colt DCS is a growing business that is investing in its people. Our people are defined by their ability to make things happen and deliver on their promises. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt DCS recognises the importance of a work life balance.

Some benefit examples are:
  • Pension and insurance options
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • Discounts with local hospitality and retail providers
  • Flexible working and relaxed dress code
  • Two days annually to spend on volunteering opportunities

Who we are

Colt DCS has a vision to ''to be the most customer centric data centre provider''. We have over 20 years' experience in designing, building and operating energy-efficient, reliable data centres - hosting significant financial, media, corporate and cloud wholesale providers across the world.

We operate 29 state-of-the-art data centres across Europe and Asia Pacific, 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.

Privately owned, Colt DCS is one of the most financially sound companies in its industry and able to provide the best customer experience at a competitive price.

For more information, please visit www.colt.net

We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace
Job Sector
Information Technology
Job Position
Systems/Support Analyst
London, UK Show on map
Post date
Closing date

How would you fit?

Learn more about Colt

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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