2nd Line Support, Desktop, Web, SQL, IIS, Databases, Software House

Go Partnership Limited
09 Mar 2018
14 Mar 2018
Contract Type
Full Time

My client are an established, market leading software provider, expanding and looking to hire an experienced 2nd line Technical Support Analyst, a team player with excellent verbal and written skills. The successful candidate must be able to work under pressure in a busy environment and have an aptitude for logical problem solving.


To work as part of a team delivering professional customer support to external customers on range of products, assisting them with software problems via phone, email, web or at site. You will have a calm and confident nature with the experience to confidently deal with telephone and email queries from customers efficiently and effectively. Queries may cover software, hardware, environmental, technical or programming issues. Attention to detail is important as is the ability to progress all outstanding calls and ensure they are resolved within SLA’s.

In addition, you will utilize a variety of problem-solving techniques including tests on data and programs, researching existing documentation and the internet, use of the knowledge base and liaising with other members of staff and teams, to resolve customer issues.

Reporting to Support Team Leader the core responsibilities of the position are to:

  • Troubleshoot customer support cases in a timely manner - meeting and exceeding SLA’s
  • Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer
  • Serve as 2nd Line support within the Helpdesk team
  • Keep clients informed of progression with issues and provide follow up as necessary
  • Collaborate with other departments or offices as necessary to expedite resolutions
  • Promote and maintain a high quality, professional, service-oriented company image among clients
  • Provide pro-active support assisting the Professional Services teams with remote upgrades, implementations and updates to the internal and external knowledge base


  • Previous experience of working in an IT support role ideally supporting software applications, (an IT based degree and / or MCP qualification would be an advantage)
  • Excellent desktop support knowledge
  • Knowledge and experience of SQL, IIS and web based applications
  • Experience of database integrations to third party is desirable
  • Good technical understanding of the basic IT systems including databases and networks
  • Proficient in database queries

Your Personal Characteristics will include:

  • Excellent communication skills, particularly over the telephone with the ability to explain technical issues clearly both verbally and in writing
  • Logical and analytical, with a methodical approach to problem-solving
  • Solution-focused, with ability to prioritise
  • Persistent and resilient under pressure
  • Accurate, with high attention to detail
  • Team Player, with the ability to work under own initiative and willing to take personal responsibility for issues
  • Self-motivated, resourceful and keen to learn and share knowledge
  • Enthusiastic, motivated, empathetic and professional
  • Able to manage multiple priorities
  • Flexible and conscientious
  • Good team player, yet willing to take personal responsibility for resolution of issues
  • Proven ability to meet deadlines
  • Proven ability to problem solve and teach others

As a division of a global software parent group, continuing to grow and prosper, this opportunity offers opportunity for skills and career progression within the team, working within a friendly, non red tape environment.

This job was originally posted as www.jobsite.co.uk/job/960303991

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