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Support Analyst

Date: 25-Jun-2022

Location: Other Location, GB

Company: MAG


About Us 




We’re a new company founded by Manchester Airport Group, so new that we haven’t launched our name yet, so for now call us NewCo. 


Core to our growth strategy is major expansion both in terms of products and services within NewCo. The Technology strategy will play a major part in this as we look to build out a single platform, capable of supporting global scale.  

What we can tell you is we’re busy taking knowledge gained from multiple experienced airport services companies and using it to build a market leading platform for our partners from around the world to use. 


Within the technology function, we’re looking for great people to build, support and evolve our new platform. We offer a fully remote working experience, latest technologies, and great personal development. 



About You 


A keen learner, you’ll be excited about trying new things and coaching others in their use. 


You’ll be part of the of the support team, helping to expand the processes, support customers both internal and external, grow within the support team and help implement and grow a new support system we provide.  As this is a new department, you’ll be at the forefront of helping define the shape of the team, ensuring that we provide excellent customer service to everyone we provide services too. 


The Support analyst is responsible for assisting with the support of all the NewCo product portfolio.  Providing 1st/ 2nd line support and system expertise to the wider business and beyond.  Working closely with the Senior Support analyst, Engineering and Delivery teams and being part of a true DevOps environment, you’ll sit in the gap between customer relations and technical delivery. 



Essential Skills 




  • Experience of working in a technical support team 
  • Excellent organisational and communication skills (Verbal and written) 

  • Experience of managing expectations 

  • Stakeholder and Relationship interaction with non-MAG / 3rd parties 



Desirable Skills 




  • Using ITIL processes (or equivalent support system processes) 

  • Knowledge of AWS 

  • Knowledge of VictorOps 

  • Knowledge of FTP/SFTP  

  • Working within a regulated environment 

  • Use of KPIs / Dashboard reporting 

  • Experience of handovers of incidents. 

  • Experience off maintaining activity reports 

  • Experience supporting bespoke applications