Software Support Engineer
2 weeks ago
Work From Office ( 100 % onsite )
Experience: 2 - 5 Years
Technical Skill:
1st line support ( Customer Facing Role )
● Due to the nature of our business and us supporting multiple clients across multiple time zones, we are needing to create a sun model support team.
This will mean that the two successful candidates will need to be prepared to work shifts between them in order to meet our 24/7 support offering.
This will also include weekend working rotation.
Role Overview
● A customer-focused approach with a commitment to delivering high-quality support Key Responsibilities
● Handle managing tickets via our customer portal
● Respond to incidents ensuring they are resolved in a timely manner to meet defined service level targets
● Responsible for diagnosing basic technical problems
● Responsible for escalating to 2nd line where needed
● Ability to work independently and manage multiple tasks effectively
Key Skills
● Previous experience in a 1st Line Support or similar IT support role
● Excellent problem-solving skills and attention to detail
● Strong communication skills, both written and verbal
● Work well within a team environment, collaborating on problem-solving and knowledge sharing ● Relevant certifications (e.g. ITIL Foundation) are a plus
● Travel system development experience would be an advantage
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