2nd Line Technical Support Advisor

Norfolk St, Sheffield City Centre, Sheffield S1 2JE, UK Req #944 08 January 2025 Title : 2nd Line Technical Support Advisor Department : Customer Operations Location : Sheffield Contract : Full Time, permanent, hybrid working (up to 2 days home working per week) Salary : £26,559pa, 37.5 hours per week, Monday – Friday, 8.30am – 5pm. Tes Vision We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education. Role Overview Providing 2nd line technical product support to our Payroll customers, liaising with Product and 3rd line tech to ensure customer-impacting issues are resolved in a timely manner. Key Responsibilities Providing 2nd line technical support to customers for Tes Payroll and Financial products. Managing product-related technical queries, incidents, and problems to resolution. Identifying potential product bugs, enhancements, and feature requests, including liaising with the engineering and product teams. Utilizing tools like JIRA to register, track, and update issues. Diagnosing database/SQL queries and solving client-related technical issues. Ensuring sensitive data is handled in compliance with privacy regulations. Collaborating with internal teams and escalating technical and development issues as needed. What You Need to Succeed Payroll experience is desired but not essential. Familiarity with MS Office Suite, web-based software tools (e.g., JIRA, TeamViewer), and APIs (Postman/Insomnia). Ability to work autonomously and as part of a team. Positive attitude and ability to perform under pressure. Excellent communication skills, both written and verbal. What We Offer 25 days annual leave rising to 30. State-of-the-art offices and discounted city-centre parking. Employee assistance programs, socials, and access to learning and development opportunities.

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