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