Description Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets. We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world's most complex challenges and deliver more impact together. Role description: The Senior Technical Support Analyst will be responsible for being a leader in technology to the Arcadis Intelligence Service and Support Hub and providing analysts with the ability to provide effective 24/7/365 support to our global customers. The Senior Technical Support Analyst will assist the Service and Support Hub Regional Lead in being a point of technical escalation and help create an integrated, data and results driven team. Our Analysts are responsible for providing high quality second line service and technical support to customers using our technologies, products and solutions and the Senior Technical Support Analyst will be accountable for ensuring the technical skills and training are managed. There will also be a requirement to learn new technologies and ensure services are supported in the most efficient way. Strong technical and problem-solving skills are essential. You will form part of an established but transforming team therefore need to be both proactive and reactive in your approach whilst possessing a drive to learn and develop. Reporting to the Service and Support Hub Regional Lead, you will help set the technical learning framework for the Service Desk team. Together we will form, lead, and cultivate the one vision of unified support. The role sits within our global business area, Digital Intelligence. We use data, technology and deep human knowledge to create products and solutions in a holistic way. We empower our clients with agile, data-driven insights and technologies that complement our sustainable design, engineering, and advisory expertise. We can confidently work in partnership to address global challenges from climate change and rapid urbanization, to increasing digitalization, socio-economic disruption, and societal expectations head-on, all with the common goal of improving quality of life. Role accountabilities: Providing day to day technical support and direction to several service delivery professionals, acting as an escalation point Technical mentorship and coaching of team members Troubleshooting high/priority complex incidents and delivering resolutions in accordance with our Service Level Agreements (SLAs) Technical supervision and leadership providing high priority complex issues for customers and implementing resolutions in line with SLAs Responding directly to technical customer queries and ensuring the team respond to tickets in a timely and accurate way Routing and directing tickets that cannot be resolved to the correct team or expert within Arcadis Intelligence and our third-party suppliers and partners Learning and cascading new technologies Producing technical knowledge base documentation such as Root Cause Analysis, Resolution articles, Known Error documents, service architectures and solution articles Working collaboratively with a range of multidisciplinary technical teams including development, architecture and customer success Qualifications & Experience: Our ideal candidate will ideally have previous experience of working in a busy service desk or service delivery environment for organisations delivering complex software and hosting services. We are looking for passionate, motivated people with excellent interpersonal skills, great technical aptitude, and a thirst for problem-solving who would like to be part of our vision in helping clients transform their business. We need someone flexible, adaptable and quick new learn new technologies as well as ensuring that knowledge is cascaded. Must haves: Solid previous experience in a technical support role Exposure to Azure DevOps and JIRA Skills in Infrastructure, decision making analytics, MS Azure and/or AWS environment SQL skills Exposure to Java and Python Advanced technical skills including the ability to problem solve and conduct deep analysis / investigation of incidents and problems Significant experience in a customer facing role in a software / IT based organisation The ability to learn quickly and adapt to changing requirements/circumstances Experience of collaborating across multiple teams Self-motivated and proactive in approach Customer centric meaning the customer is at the heart of their work Excellent written and verbal communication skills Clear analytical thinking and problem-solving and challenging capabilities with reasons Concern for quality and consistency The ability to train and mentor colleagues Nice-to-haves : Experience as similar technical managerial role Maximo skills ITIL V3 or V4 or the willingness to undertake the training Experience of supporting services that operate within business-critical scenarios Why Arcadis? We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It's why we are pioneering a skill-based approach, where you can hardness your unique experience and expertise to carve your career path and maximize the impact we can make together. You'll do meaningful work, and no matter what role, you'll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you. Together, we can create a lasting legacy. Join Arcadis. Create a Legacy. Our Commitment to Equality, Diversity, Inclusion & Belonging: We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. As an equal opportunity employer, we value and promote diversity at Arcadis and strongly encourage applications from Aboriginal and Torres Strait Islander people. Veterans and spouses are invited to apply.
