Software Support Technicians

From £16,000 to £18,000 per annum
06 Nov 2017
16 Nov 2017
Contract Type
Full Time

This leading provider of CRM software is looking for trainee Support Technicians to join their team in Chippenham, Wiltshire.

They provide market-leading sales and marketing solutions which has been developed over a period of 25 years. They have customers in over 35 countries around the world and are at the cutting edge of cloud-based business software with offices both in the UK and US.


Your role as a Support Technician will be to carry out problem analysis, usability support and configuration tasks to ensure the successful delivery of their systems to meet business and user requirements. Full on-the-job training will be given in our software systems and support systems.

As a Support Technician, your job includes:

- To update all relevant Service Desk systems in support of the Incident Management and Request Fulfillment processes ensuring that updates are accurate and in accordance with policies and standards.

- To help identify and resolve underlying issues in accordance with internal processes.

- To provide support to other teams as appropriate in proactive activities such as problem analysis, system configurations and query reporting.

- To provide technical advice and assistance to clients about the use of standard software and hardware products.

- To promote and encourage the smooth transition of knowledge to and from the Service Desk Team, by working in partnership with other internal teams and project teams.

- To draft communications such as notices regarding downtime and publicity to be approved by the Service Desk Manager before being issued.

- To update user manuals, frequently asked questions (FAQs) and technical support documentation for end users and colleagues, as directed by the Service Desk Manager, to capture knowledge and sharing information effectively.

- To take part in the team meetings ensuring updates are timely and correct.

What experience and skills do I need ?

- A clear and logical mind, and a demonstrable aptitude for working with software systems.

- Proven problem solving skills.

- Excellent professional telephone manner and interpersonal, verbal and written communication skills.

- Willingness to help customers and "go the extra mile"

In addition, you will ideally, although not essential , have the following skills and attributes:

- Completion of a computer related higher education course.

- Knowledge of SQL and HTML would be advantageous

- Knowledge of IT Service desk functions.

- Experience of working in a fast moving department.

- Working knowledge of incident management and request fulfillment processes.

- Experience of delivering services in a demanding customer service environment.

- Practical ability to diagnose software faults that are affecting service.

- Be prepared to work in a rotating shift covering the Service Desk working hours (between 8:30 and 5pm)

No agencies

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