IT Support Analyst

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The role is responsible for providing technical and application support across Enigen’s Managed Services customers and internal IT environment, working closely with all members of the Managed Services & Support team.

This includes reviewing and resolving customer support tickets, supporting, configuring or developing supported applications and technical services, and escalating issues to product vendors where necessary. The role also includes supporting internal users and business applications, routine reporting, data maintenance and day-to-day IT activities.

Continual skill development is a key expectation for this position, to meet current and future support needs in an expanding area of the company.

We’re looking for passionate, career-focused individuals who want to build a career in the IT and business consulting industry.

About Enigen

Enigen are a multi-award-winning consultancy focused on Oracle applications and Cloud Infrastructure. We help our clients with advisory, design, implementation and support to deliver successful change and impactful business outcomes to customers across EMEA.

Key responsibilities:

• Managing support tickets from initial assessment through to resolution, including appropriate documentation and configuration or development of supported applications
• Supporting internal users with day-to-day IT and application issues
• Assisting with the administration and maintenance of internal business applications
• Supporting routine internal reporting, data maintenance and process updates
• Liaising with customers via phone, email, ticket and video conference, including delivering service and ticket updates/presentations
• Following support processes and tracking against SLAs
• Working closely with the Managed Services & Support Manager to identify and escalate support issues as necessary
• Developing personal skills across current and emerging applications, cloud platforms e.g. Oracle OCI, and internal technical services in line with business strategy
• Collaborating with the support team to share knowledge and identify development needs
• Raising and managing service requests with vendors for supported products

The list of main activities is not exhaustive, and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.

Desirable experience and skills:

• Experience in a technical support position within a service desk environment
• Experience supporting, administering or developing enterprise applications or cloud platforms; Oracle Fusion or OCI experience would be beneficial
• Excellent written and verbal communication and customer service skills
• Willingness and desire to learn
• Demonstrable interest in technology
• Strong organisational skills and an ability to multitask
• Basic understanding of application logic, data structures, and data relationships

What we offer

• A collaborative environment with opportunities for growth and mentorship.
• Flexible working options and a supportive team culture.
• Competitive compensation up to 8 LPA and professional development support.

Interview Process

• Application Review

  - Submit your CV and, if your skills and experience align with our requirements, you'll be invited to the next stage.

• Assessment Activity

  - Complete a short activity to help us understand your approach and potential.

• Stage 1 Interview (30 mins)

  - An introductory conversation with our Talent Acquisition team.

• Stage 2 Interview

  - A deeper technical discussion with the hiring manager and members of the team.

• Final Interview

  - Meet senior leaders and additional team members to explore team fit and answer any final questions.

Enigen is an equal opportunity employer and is committed to a policy of treating all its employees and job applicants equally. We will avoid unlawful discrimination in all aspects of employment, including recruitment and selection, promotion, transfer, opportunities for training, pay and benefits and all other terms of employment.

Enigen UK strive for an inclusive workplace where all forms of diversity are valued, including gender, race, religion, ethnicity, sexual orientation, gender identity, gender expression, age, disability, or background.