2nd Line Software Support

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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