Amec Foster Wheeler Support Analyst in Aberdeen, United Kingdom

Summary of Role:

QEDI, an AMEC Foster Wheeler company, are one of the world’s leading providers of technology and specialist personnel for the management of large commissioning and completions projects worldwide, and have a worldwide presence with offices in Dubai, Houston, Calgary, Brisbane, Azerbaijan, Kazakhstan, and head office in Aberdeen. Reporting to the Support Team Lead, the roles and responsibilities of the Support Analyst are:

Prime Role & Responsibilities:

  • Provide first line support for GoTechnology products

  • Assist in investigating / debugging of software issues

  • To work within the parameters of the QED Management System and ISO 9001:2015.

  • Responsibilities will include:

  • First point of contact with clients

  • Investigate and close simple tickets, or categories prior to escalation

  • Example tickets/duties:

  • Forgot password

  • Create new user accounts

  • Create new projects

  • Updating document templates

  • Collecting user information (browser + version, username and URL of application, files / pages causing problems etc...)

  • Basic “how do I” queries from users (i.e. how do I import data)

  • Bug reports (write up to pass to development team)

  • Steps to replicate more severe issues

  • Basic SQL

HSSE Responsibilities:

  • Demonstrate a personal commitment to Health, Safety and the Environment by ensuring personal safety and as far as is reasonably practical that of others by following qedi’s / AMEC’s Corporate Health, Safety & Environment Policy and applying qedi’s / AMEC’s HSE Management Systems

  • Demonstrate and promote the principles of AMEC’s Beyond Zero at all times

  • Lead safety principles within the business portraying excellent safety leadership qualities

  • Experience in a Software support environment and/or Customer service environment

  • Experience of Supporting web-based systems

  • Basic SQL skills or a willingness to learn

  • Ability to investigate software issues and communicate the solution to clients or the steps in investigations to Developers

  • Good knowledge of Microsoft Office tools

  • Good communication skills (telephone and email)

  • Well developed organisational skills with an ability to prioritise, work to deadlines and manage conflicting demands

  • Works well under pressure

  • Can work on own initiative and also as part of a team

We are an equal opportunity employer that recognises the value of a diverse workforce. All suitably qualified applicants will receive consideration for employment on the basis of objective criteria and without regard to the following (which is a non-exhaustive list): race, colour, age, religion, gender, national origin, disability, sexual orientation, gender identity, protected veteran status, or other characteristics in accordance with the relevant governing laws.

Requisition ID: 2017-18826

Name: Staff / Permanent

External Company Name: Amec Foster Wheeler plc

External Company URL: