SQL Support Analyst

The primary function of the Senior Technical Analyst is to respond to customer queries within given SLAs, providing advice, guidance and resolutions to a range of technical based queries related to Zellis products and services.

In this role you'll not only learn the infrastructure behind a leading HR & Payroll system, you'll also gain and improve on globally recognised technical skills in software and hardware such as Oracle, SQL, Windows, Apache, etc. This is an exciting opportunity that provides you with a strong foundation to help develop your personal career.

You'll work with a wide variety of teams, gaining experience and knowledge across Support, Infrastructure, Change, Development, Account Management and others as you investigate cases and implement preventative measures to customer problems.

This position offer hybrid working, 2 days per week from either our Bristol or Peterborough office.,

• Investigation and fault finding as a part of the resolution process.


• Continuously looking for ways to improve the service offered to customers.


• Working alongside your team to track and discuss errors, identify trends and proactively implement preventative measures to avoid future recurrence.


• Working with individuals outside of your direct technical team, building relationships with every area of the business as you investigate and implement service improvements.


• Representing Zellis via phone, email, live chat and other communication methods. Face-to-face meetings and on-site customer visits may be required on occasions.


• Diagnosing hardware and software faults, finding solutions to technical and applications problems.


• Assisting with Root Cause Analysis reports where required.


• Assisting other departments as required with installing our core software on hosted and on-premise environments.


• Working to departmental service levels by achieving individual targets, which include initial response times, resolution times and customer satisfaction (CSAT) survey results.


• Ensuring that the customer experience is at the heart of all decisions.
  
  Previous experience (3 years+) within a fast-paced technical support environment.


• Proven knowledge and experience in SQL Server 2012 or later.


• Windows Server experience, including Active Directory.


• Experience in configuring & maintaining database servers and processes.


• Monitoring experience - system health & performance. Data and trend analysis.


• Continuous service improvement thought process.


• Strong Microsoft Office skills, particularly Excel.


• High level of initiative to resolve problems that may have never been experienced before.


• Willingness to learn & understand the infrastructure that makes up the Zellis environments.


• Strong customer service skills; always client centric, appreciating the expectations of our customers.


• Demonstrates good communication skills with a confident style.


Other desirable skills include:

• SQL Server DBA or similar role.


• Performance Tuning and Optimisation (PTO).


• Knowledge of High Availability (HA) and Disaster Recovery (DR) options for SQL Server.


• Working within complex environments supporting multiple product lines.


• Experience in supporting Payroll or HR software.


• Windows server.


• UNIX (AIX, Solaris, Linux).


• Oracle databases (12c, onwards).


• SQL server databases.


• MS Azure.


• Apache/Reverse proxies.


• Tomcat.


• Glassfish/Payara/JBoss container setups.


• Java.


• SAML/LDAP/Single sign on technologies.


• Infrastructure monitoring tools such as New Relic, SolarWinds, Oracle Statspack, etc.
  
  Zellis is the leading provider of payroll and HR solutions for the UK & Ireland. Together with Benefex and Moorepay we form the Zellis Group, serving a vast array of companies across every vertical and industry. Our purpose is to power exceptional employee experiences so that our customers and their people do better.


We have over 50 years of heritage and industry experience - and we've been ahead of the curve throughout. More than half a century ago, we were founded as Peterborough Data Processing. Quite a lot has changed since then - not least our name. We were acquired by Northgate, becoming NorthgateArinso in 2007 and NGA Human Resources UK and Ireland in 2014, where we were joined by Moorepay. In 2018, the UK and Ireland division was sold to Bain Capital and now we operate as a standalone company, Zellis. After acquiring Benefex, we're now even better equipped to serve the complex needs of our customers.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're proud of our culture and we work hard to create an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, are not empty words on a poster:

• Unstoppable together.


• Always learning.


• Make it count.
  
  Competitive base salary.


• 25 days annual leave, plus your birthday off!


• Private medical insurance.


• Life assurance 4x salary.


• Enhanced pension.


• Range of additional flexible benefits.