2Nd Line Support Analyst

Company description:

We’re Nominet – a world-leading domain name registry. For over 25 years, we’ve been operating at the heart of internet infrastructure. While we're best known for running .UK domains, we also help protect public services from cyber threat.

Our aim is to create a world which is more connected, inclusive and secure. We know that technology has the power to transform lives by creating opportunities and providing support where it’s needed most.

As a public benefit company, our work funds the ability to make a positive impact on society. We’ve donated millions to projects that use technology to improve peoples’ lives and have committed to delivering £60m worth of support over the next three years.

We understand the impact the Internet has on the environment and are committed to helping the UK reach Net Zero by 2050. We’re already a Carbon Neutral company through offsetting our emissions and will continue to work on reducing our footprint.

Job description:

After the initial training period, this role will be based on-site at our Oxford office 1-2 times per week, and will be working shift patterns that cover the hours of 8am - 10pm, Monday-Friday on a rota basis.

About The Role
As a Technical Analyst at Nominet, you will be an integral part of our support team. You’ll be responsible for all 2nd Line Support activities, managing technical escalations and data requests that are triaged from our front-Line Support team.
You’ll be working with data to help build a story and make appropriate recommendations to solve customer issues, as well as having an opportunity to get involved in projects involving the wider team.
This role offers plenty of opportunity to further develop your skillset if you are keen to grow your career in technology.

The Essential Bits
You can communicate in an efficient and effective manner, and you know your way around SQL from previous work experience. You also have good knowledge of APIs and how they work.

About You And Your Experience
You’re a natural problem solver who enjoys being customer facing, or you’re in a more technical role but would enjoy a more customer-facing element to your role.
You’re proactive and enjoy taking ownership of your role - you’re keen to work with the wider team to assist and contribute even at times when you may not have a large volume of assigned tasks.
You also enjoy analysing, interpreting and problem-solving using data, and finding ways to optimise/automate processes where possible.