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6 months ago
Virgin Media
Salary: up to £50,000 dependent on experienceClosing Date:
Location: UK
Job type: Permanent
Category: Analysis Jobs
Technical Support Analyst

Hook -Bartley Way -C1600

Location: Hook

Service and Support


Service and Support

Closing Date:


Technical Support Analyst

Location: Hook/ReadingSalary: up to £50,000 dependent on experienceClosing Date: Friday 19th April

As we enter one of the most exciting times in our history we are seeking a Technical Support Analyst to join our IT and Operations team supporting our Technology and Innovation function. We are looking for someone that oozes our Virgin values and embraces the on-going ways of working within Liberty Global.

Our Technology and Innovation function really is the force behind Virgin Media. Without these super people we wouldn’t have the latest technology in place to constantly challenge our competitors and continue taking the UK market by storm.

Working in our Technology and Innovation function is very unique. We work collaboratively with Liberty Global in a PAN European Delivery Function, meaning our opportunities are now more exciting than ever! We are now proud to be part of the world’s largest broadband communications company and continue to delight our customers in true Virgin style!

What is the job?

As a business that’s totally in love with cutting edge thinking and digital goodness, it’s no surprise that our IT & Operations teams have crucial roles to play. They underpin so much of what we do. From the biggest projects to essential daily maintenance, all kinds of people have important roles to play.

We are looking for a customer-focused Technical Support Analyst to join our Online, Identity and Device Apps team. As the Technical Support Analyst you will be responsible for managing and driving our key 3rd party relationships as well as managing internal stakeholders. You will be a go-to person for suppliers and stakeholders who will rely upon your knowledge and expertise.

As the Technical Support Analyst, you will manage the successful end to end on-boarding of new applications/systems/services putting the customer experience at the forefront of your decisions. You will support the process of impact assessing and planning IT application changes, which you will then implement, test and monitor.

The Technical Support Analyst will be responsible for IT application support activities including maintenance, administration, and second and third line support. You will work closely with our stakeholders to provide second and third line operational support and to ensure timely and efficient resolution of IT application-related incidents and service requests.

Some of the key accountabilities include:• Resolve IT application/service-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements.• Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents.• Provide timely communication to users on the status of their service requests and incidents.• Liaise with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner.• Ensure problem prevention methods are continually applied to improve service levels and reduce costs.• Monitor the availability, performance and throughput of supported IT applications.• Prioritise and schedule assigned support activities and tasks.• Work with the stakeholders to review and impact new business requirements.• Contribute to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change roll-out plans etc.• Implement, test and monitor required IT application changes in line with change implementation plans. Ensure capacity, availability, security and service support requirements are considered in all IT application changes.• Ensure that all activities are performed to a consistently high standard with minimal risk and that opportunities to improve services and processes are identified and actioned.• Proactive management of the health of IT platforms and detecting improvements to see through to their conclusion.

Are you right for the role?

Essential experience:• Experience with or exposure to UNIX or LINUX.• Experience with or exposure to Apache and Tomcat.• Strong communication skills, with an ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.• Experience of effectively engaging with third party suppliers, and experience of allocating work to and working with suppliers to resolve issues, with the ability to understand and determine when issues should be escalated to a higher level.• Experience in project delivery/lifecycle.• Excellence in IT problem diagnosis and resolution with a strong sense of ownership and ability to follow tasks through to completion.

Desirable experience:• Experience or exposure to Web Content Management Systems such as AEM/CQ• Experience or exposure to SQL• Digital asset management applications and systems• Excellent understanding of ITIL service management processes

Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work - and we offer impressive benefits too. Get ready for a family friendly & flexible working environment where you’ll receive a generous holiday allowance, contributory pension and, of course, discounts on our fantastic mobile, broadband and cable.

We are proud to work with Everywoman to champion the advancement of women in business, and through our partnership with Scope to help one million disabled people get into and stay in work by the end of 2020. We strive to build a diverse and sustainable workforce where gender balance and parity are integral features of our workplace, and where disabled candidates and employees can confidently perform to their full potential through our Work with Me adjustment process. If you are thinking about applying for a job with us and have a condition or impairment that could impact your performance we’ll be happy to work with you to explore adjustment options.

Virgin Media is part of Liberty Global, the world’s biggest cable company. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology to build connections that really matter.

We are dedicated to nurturing an engaged workforce that represents the diversity of our customers and communities. Read more here.

Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play. You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%. What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.

You can find out about all benefits in full here.

Come and be a part of something special. Join us!

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