Technical Support Specialist - Software

executive careers
14 Apr 2018
17 May 2018
Contract Type
Full Time

Role Summary

  • Primarily a field-based S/W support role with frequent time spent within South-East office locations
  • Availability to travel within UK on a continuous basis
  • Availability to travel outside UK occasionally

Working Relationships

  • UK - Project Managers, Service Managers, Technical Lead
  • PT - Service, Software Development, Engineering


£27,000 - £37,000 Per annum


Software skills

  • 5 years+ experience working in an Application\Software Support Environment.
  • Experience working with Windows Operating Systems, including XP, Win 7, Win 8, Windows Server 2012 and be able to configure PCs and Servers Diagnose and troubleshoot errors.
  • Strong analytical skills to carry out root cause analysis on bespoke applications or MS Operating Systems.
  • Remote support experience, preferably VNC
  • Complex troubleshooting skills is an advantage.
  • Microsoft SQL Server Experience with Transact - SQL.
  • Networking Experience, as minimum CompTIA N+ level or similar.
  • String MS Office skills, including Word and Excel.

Hardware skills

  • Willing to be 'hands on’ and with experience of diagnosing hardware faults.
  • Be able to build and troubleshoot desktop computers and peripherals.
  • Working knowledge of networking infrastructure, cabling, electrical schematics and electromechanical equipment.
  • Experience in electrical and electromechanical testing.
  • Must be clearable to UK Government Security Clearance (SC) level.
  • Eligible to work in the UK with full driving license and geographically mobile.
  • Must be comfortable operating independently within customer environments.
  • Must be self-motivated.
  • Have a passion for excellence


  • Relevant experience of working in Aviation, Government, Security or similar environments.
  • Windows Server building experience is an advantage
  • Knowledge of biometric technologies \ equipment is an advantage
  • Awareness and understanding of ITIL processes

Primary Outcomes & Accountabilities

  • Reporting to a Service Delivery Manager closely liaising with a Technical Lead, analysing incidents and investigating root cause of problems. Present findings via incident reports.
  • Routine system maintenance and server checks to ensure system is in correct working order and applying software fixes and updates.
  • Testing and configuration of new systems either OS or bespoke equipment.
  • Completion and ongoing management of technical documentation.
  • Identifying faults both remotely and at sites.
  • Responding to incidents, supporting Level 1 and Level 2 engineers, performing break/fix activities after escalations from sites.
  • Liaising with customers on site, via telephone or remotely and proactively communicating with UK and Head Office Teams, escalating issues and identifying areas where service can be improved.
  • Analysis of system performance.
  • Responsible for compliance with company policies including Health and Safety, Vehicle use, Expenses etc.

Interpersonal Skills

  • Ability to work under pressure and be able to priorities and focus with clear problem solving.
  • Must be comfortable operating alone either in an office or within customer environment or working within a small team.
  • Must have excellent time management and organisational skills, able to communicate well to customers and be comfortable liaising with other colleagues overseas.
  • Well presented.
  • Experience of working in an international culture and in an ITIL service environment an advantage.

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