Managed Service Support Analyst JOB SPECIFICATION

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1 Managed Service Support Analyst JOB SPECIFICATION Get in touch

2 Role Overview FSP solutions and services are focused on the Microsoft Productivity Platform incorporating the following technologies: Office 365 SharePoint and SharePoint Online Dynamics CRM Custom ASP.NET (C#) Solutions The Support Analyst will provide technical support and delivery of services in these technologies to both our external clients and our internal development community. External clients: The Support Analyst will be responsible for: Managing and handling service desk support calls. Resolving Incidents and Problems in accordance with agreed service levels. Planning and implementing small configuration and code changes. Proactive monitoring and reporting on platforms and technologies using industry tools. Internal development community: The Support Analyst will be responsible for: Writing and executing Test Scripts based upon requirements and specifications produced by our Business Consultants and Architects. Working closely with our Developers, Architects and Project Managers to ensure the quality of our solutions are suitable for release to our clients. Primarily based at FSP s Reading office this role will also incorporate a percentage of on-site customer work. Managed service rota hours are currently 8am - 6pm Monday to Friday. FSP are actively looking to increase the hours of coverage and this rota may change to cover 7am 7pm within the next 6 months. Reporting To: Head of Managed Services Page 1

3 Accountabilities and Responsibilities External Clients Ensuring that all support customer calls that are allocated to them are a handled effectively. Delivering issue resolution within client service level agreements. Liaising with Infrastructure and SharePoint Practice teams to provide solutions to customer problems. Resolving code and configuration level defects within the customer solution. Assisting the Head of Managed Services with the development and enhancement of the company s support offerings. Assisting with the provision of monthly and ad-hoc reporting for customer and internal audiences. Internal Development Community Definition of Test approach and Test plans Production of test scripts and acceptance criteria Execution of functional and system tests Planning, briefings and support for User acceptance testing Triage of defects during System Test and User Acceptance Testing Production of Test Reports Page 2

4 Skills & Experience Experience in a SharePoint customer service or consultancy capacity. Experience of application support managed service. Experience with SharePoint configuration and customisation. Experience of SharePoint development technologies. Experience with proactive application and server monitoring and maintenance (including software updates, patching, etc.). Experience in producing and operating Test Strategies, Test Plans and Test Scripts. Production of test reports and test evidence. Strong problem solving skills and dealing with ambiguity. Strong client communication and interpersonal skills. A team player working alongside support and development teams. Excellent planning and organisational skills. Experience with automated testing tools, stress testing and load testing - beneficial. Technical Skills SharePoint 2010 and ASP.Net configuration and development. SharePoint 2013 / Office 365. SQL Server 2008 and above. Windows Server 2003 and above. Active Directory / ADFS. Team Foundation Server Metalogix ControlPoint and Diagnostic Manager - desirable but not essential. Microsoft Team Foundation Server or Visual Studio Online - desirable but not essential. Automated testing tools, stress testing and load testing - desirable but not essential. Knowledge of FreshService or similar tools - an advantage. ITIL Foundation level certification - an advantage. InfoPath, Nintex, SharePoint Designer or Avepoint workflows - an advantage. Page 3

5 Role Development Longer term options are available for career progression within the support team or alternatively within the project delivery area of the business. Key working relationships The support analyst will need to develop and maintain strong working relationships with the following key people; FSP Head of Managed Services Clients Stakeholders, resources on projects and IT technical contacts FSP Developers and support staff Page 4

6 Our Work Environment Foundation SP is a young business with a great deal of ambition. We collaborate on everything and don t accept mediocrity; there is high expectation for each of our teams to deliver the best possible outcome for our clients. We work in a busy environment where everyone works hard but takes pride in what they do. Foundation SP is a demanding yet very rewarding place to work. Page 5

7 Reading Enterprise Centre, Earley Gate, Whiteknights Road, Reading, Berks, RG6 6BU Get in touch