Our 2nd Line Support Engineer is responsible for troubleshooting technical issues & providing 1st and 2nd line technical support to our clients, providing timely customer feedback, and supporting the roll-out of new software solutions across the Mandata Group.
Within this role, you will be expected to support our customers directly, as well as create written documentation, requiring excellent written and verbal communication.
Your responsibilities
Identifying software solutions. Troubleshooting technical issues. Diagnosing and repairing faults. Installing and configuring software. Speaking to customers to quickly get to the root of their problem. Providing timely and accurate customer feedback. Talking customers through a series of actions to resolve a problem. Following up with clients to ensure the problem is resolved. Supporting the roll-out of new software applications. Managing multiple cases at one time. Testing and evaluating new technologies. Working with Developers to resolve issues. Knowledge and expertise that matter most for this role
The ability to work with relational databases using SQL is essential. Excellent communication skills, written and verbal. The ability to convey ideas and offer solutions to the wider team. The ability to support non-technical customers and explain complex IT concepts in simple terms. The ability to troubleshoot a variety of issues and resolve user issues. A high degree of accuracy and attention to detail. Ability to provide concise documentation. Ability to work on own initiative and make balanced decisions. A positive can-do attitude and flexibility in taking on a broad range of responsibilities and tasks at short notice. The ability to quickly learn new operating procedures and maintain established systems. A commitment towards delivering quality customer service to internal and external customers. The ability to quickly understand complex systems and identify and diagnose issues. Your personal attributes – we need someone who
Has the ability to quickly establish good working relationships with clients. Has a logical mind. Possesses enthusiasm for continual learning. Is approachable with good interpersonal skills and the ability to interact with staff effectively at all levels. Has excellent organisational skills with the ability to manage priorities and work to deadlines. Our Culture – The Mandata Way
The Mandata Way outlines our core values and behaviours. These values are the foundation of our culture, and we are all responsible for using them to shape our future. Our 4 values are One Team, Optimistic, Take Action and Customer Driven. To demonstrate our values and behaviours you will: Always bring
The Best You
to work. Work together as
One Team
to achieve our goals. Be Optimistic , embrace change and innovation with a positive outlook. Take Action
to find solutions and strive for results. Have a
Customer Driven
mindset; our customers are at the centre of everything we do. Company benefits:
Hybrid working Healthcare cash plan Birthday day off Electric vehicle salary sacrifice scheme Paid volunteering leave Tech/home salary sacrifice scheme Enhanced family leave policies Company & personal bonus scheme Employee share scheme 25 days holidays plus bank holidays (increases with length of service) Life assurance cover Free will writing service Company sick pay entitlement (length of service dependent) Cycle to work scheme Employee assistance programme Here at Mandata, we take pride in our teams. We are proud of our culture and understand the importance of getting the best people on board and encouraging successful careers with us. We understand how nerve-wracking it can be making the decision to find a new role, but if you feel this role could be the right one for you, get in touch; we’d love to hear from you! How to apply
Before you apply, please be sure to read the job description thoroughly – and match your CV to the required skills. If you feel like you would be the right person for the role, you can apply directly by completing the form on this page. We do experience high levels of interest; we aim to respond to every single individual; however, sometimes you may experience a delay.
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Identifying software solutions. Troubleshooting technical issues. Diagnosing and repairing faults. Installing and configuring software. Speaking to customers to quickly get to the root of their problem. Providing timely and accurate customer feedback. Talking customers through a series of actions to resolve a problem. Following up with clients to ensure the problem is resolved. Supporting the roll-out of new software applications. Managing multiple cases at one time. Testing and evaluating new technologies. Working with Developers to resolve issues. Knowledge and expertise that matter most for this role
The ability to work with relational databases using SQL is essential. Excellent communication skills, written and verbal. The ability to convey ideas and offer solutions to the wider team. The ability to support non-technical customers and explain complex IT concepts in simple terms. The ability to troubleshoot a variety of issues and resolve user issues. A high degree of accuracy and attention to detail. Ability to provide concise documentation. Ability to work on own initiative and make balanced decisions. A positive can-do attitude and flexibility in taking on a broad range of responsibilities and tasks at short notice. The ability to quickly learn new operating procedures and maintain established systems. A commitment towards delivering quality customer service to internal and external customers. The ability to quickly understand complex systems and identify and diagnose issues. Your personal attributes – we need someone who
Has the ability to quickly establish good working relationships with clients. Has a logical mind. Possesses enthusiasm for continual learning. Is approachable with good interpersonal skills and the ability to interact with staff effectively at all levels. Has excellent organisational skills with the ability to manage priorities and work to deadlines. Our Culture – The Mandata Way
The Mandata Way outlines our core values and behaviours. These values are the foundation of our culture, and we are all responsible for using them to shape our future. Our 4 values are One Team, Optimistic, Take Action and Customer Driven. To demonstrate our values and behaviours you will: Always bring
The Best You
to work. Work together as
One Team
to achieve our goals. Be Optimistic , embrace change and innovation with a positive outlook. Take Action
to find solutions and strive for results. Have a
Customer Driven
mindset; our customers are at the centre of everything we do. Company benefits:
Hybrid working Healthcare cash plan Birthday day off Electric vehicle salary sacrifice scheme Paid volunteering leave Tech/home salary sacrifice scheme Enhanced family leave policies Company & personal bonus scheme Employee share scheme 25 days holidays plus bank holidays (increases with length of service) Life assurance cover Free will writing service Company sick pay entitlement (length of service dependent) Cycle to work scheme Employee assistance programme Here at Mandata, we take pride in our teams. We are proud of our culture and understand the importance of getting the best people on board and encouraging successful careers with us. We understand how nerve-wracking it can be making the decision to find a new role, but if you feel this role could be the right one for you, get in touch; we’d love to hear from you! How to apply
Before you apply, please be sure to read the job description thoroughly – and match your CV to the required skills. If you feel like you would be the right person for the role, you can apply directly by completing the form on this page. We do experience high levels of interest; we aim to respond to every single individual; however, sometimes you may experience a delay.
#J-18808-Ljbffr
