Support Analyst

Job Title: Support Analyst

Hours: Full-time (40 hours per week)

Location: Colchester (Hybrid – 3 days a week in the office)

Enigen is a multi-award-winning Oracle Partner, delivering CX and Supply Chain Management (SCM) technology implementations across a wide range of sectors.

With over 15 years of experience, Enigen has one of the largest portfolios of customers implementing Oracle applications.

The role is responsible for the end‑to‑end management of support tickets raised by customers for products across the Oracle CX platform, working closely with all members of the Managed Services & Support team. Additionally, the job involves managing IT support tickets raised by the internal Enigen team and handling issues related to marketing automation tools such as Eloqua, Hubspot, Marketo, or similar platforms.

This will include communication with customers to obtain the necessary information to review and resolve tickets, configuration and development of customer environments, and escalation to the product vendor (Oracle) as necessary.

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.

Key Responsibilities:

• Managing and documenting help desk tickets
• Assess and resolve tickets by configuring or developing supported applications
• Liaising with customers via phone, email, ticket, and video conference, including delivering service and ticket updates/presentations
• Follows support processes and tracks against SLA’s
• Working closely with the Managed Service & Support Manager to identify, escalates, and resolve support enquiries as necessary
• Developing personal skills across the current and upcoming Oracle applications in line with business strategy
• On‑going collaboration with the support team to share knowledge and identify development needs
• Raise and manage service requests with Oracle for supported products
• Managing internal IT support requests

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; we would also consider previous helpdesk or customer service experience if you have a genuine interest in pursuing a technical support career
• Experience in using, administering, or developing any CX/CRM or any Oracle applications
• 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
• Knowledge of object‑oriented languages and simple database structure/relationships

Salary: £26,436.80 per annum depending on experience

Benefits: Private Health, Group Pension Plan, Life Assurance, Employee Assistance Programme.

Legal: Enigen UK 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 strives 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.

Note: We are only able to consider candidates with full working rights for the UK.

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