2nd Line Software Support

Role: 2nd Line Software Support
Pay: 28,000 - 34,000 DOE
Location: Worsley (Hybrid)

Job Summary
We are seeking a skilled and dedicated 2nd Line Software Support Engineer to join our team. Our software solutions support organisations with stock management, deliveries, invoicing, and e-commerce client interactions. While we have a small legacy on-premise client base, our core focus is on Software-as-a-Service (SaaS), which is used by the majority of our clients.

We are experiencing a period of rapid growth and are looking for skilled professionals to join our small, versatile team to help us continue our success.

The Role:

We are seeking an experienced individual to:

• Deliver frontline technical support on our help desk.
• Ensure successful software deployment and deliver effective training and consultancy to new and existing clients.
• Assist in setting up and maintaining AWS server instances.

Key Responsibilities:

• Provide high-quality remote support for a range of technical issues.
• Respond to and resolve customer incidents, queries, and complaints effectively.
• Prioritise workloads, monitor backlogs, and strive to meet customer SLAs and KPIs.
• Accurately log all calls in the helpdesk software.
• Collaborate with colleagues on issue escalations as necessary.
• Assist with application installation and deployment, including occasional on-site support.
• Train clients on a variety of applications.
• Troubleshoot third-party applications.
• Adopt a hands-on problem-solving approach.
• Take ownership of assigned incidents and manage them through to resolution.
• Contribute to out-of-hours support on a rota basis.

The Ideal Candidate:

The successful candidate will have:

• Proven experience supporting MySQL/SQL bespoke database applications and working in AWS cloud environments.
• Experience working with mobile computers.
• A personable and friendly demeanour.
• A strong focus on customer satisfaction and retention.
• Organisational skills, multitasking ability, and professionalism.
• A results-oriented approach.
• A desire to grow within a dynamic, ambitious organisation.

Key Attributes Include:

• Excellent communication skills.
• Timeliness and attention to detail.
• Accurate reporting and a commitment to teamwork.
• Self-reliance, motivation, enthusiasm, and curiosity.
• A willingness to learn and acquire new product knowledge.

Benefits:

• 20 days of annual leave (excluding bank holidays), increasing to a maximum of 25 based on length of service.
• A 37.5-hour work week, Monday to Friday, from 9:00 am to 5:00 pm.

If you have the skills and experience required for this role, click "APPLY" today and forward a recent copy of your CV for consideration.