2nd Line Support Technician

CJ Recruitment Solutions
10 Oct 2018
08 Nov 2018
Contract Type
Full Time
About the Company

For more than 35 years, our client has been crafting innovative software that moves the rental industry forward. In that time, they’ve grown from serving one store (their own) to more than 5,000 businesses worldwide, including several of the world’s top brands. they’re proud of their legacy of innovation, but they’re inspired by a future of solving problems. Whether it’s their world-renowned customer service, award-winning software development, helpful sales squad, knowledgeable training staff, or the rest of their enthusiastic and committed team, they tackle the problems that face their customers and their company to benefit the world. Yes, they're basically a bunch of superheroes, but you won’t need to wear tights to work here!

Job Description

The 2nd Line Support Technician will be responsible for providing our customers with support on our specialist hire/rental software (Syrinx). The 2nd line operative will deal with escalated queries from the 1st line team. This will involve in depth knowledge of SQL and Windows troubleshooting, as well as eventual expert knowledge on our software.

The successful candidate will have had prior business/application support experience supporting external customers, and preferably exposure to some of the technologies involved with the software, with an emphasis on SQL server/database admin, server and client O/S, basic network troubleshooting and IIS.


Providing telephone and email support to external customers and colleagues, providing an excellent level of service

Logging, prioritising and acting on calls via the Point of Rental Software CRM system

Ensuring that the Point of Rental Software CRM system is updated in a timely manner so that the status of logged calls can be monitored and problem reporting can be done effectively, including recording time taken to complete calls and the details of actions performed to troubleshoot/resolve support calls

Ensuring that all daily tasks are carried out according to the agree procedures and within SLA’s

Identifying trends and critical issues and escalating them to other team members or management, as required

To be proactive in identifying areas for improvement and bringing these ideas to the attention of the relevant people and to assist in the development of the Service Desk procedures and knowledge base

Documenting software features and business processes for use as knowledge base articles or customer fact sheets

Treating all customers and colleagues with respect and demonstrating a commitment to the Point of Rental Software’s Equal Opportunities Policy

Participating in testing of new releases of Syrinx products


* Three to five years of experience in a 2nd/3rd Line Support, Server Support or Application Support environment

* SQL Server Database Administration and fluency in TSQL query language with the ability to query and then patch data, views, stored procedures in a SQL database

* Network troubleshooting including Firewalls, Routers, DNS, DHCP & TCP/IP as well as proficiency in using tools like Wireshark

* Microsoft Client/Server O/S Installation, Maintenance and Repair: Server 2008, 2012 & 2016, Windows 7, 8 & 10

* Proficient in the use of Crystal Reports for creating custom report/documents

* Proficient in configuring and maintaining websites in IIS and knowledge of SSL Certificates

* Proficient in NTFS shares and permissions

* Proficient in the configuration, maintenance and repair of Office 365 and previous Office versions

* Proficient in the use of diagnostic and monitoring tools such as Process Monitor, Process Explorer and Windows Performance Monitor

* General knowledge of remote access services such as RDP and VPN

* General knowledge of Microsoft Exchange and SMTP

* General knowledge of Hyper-V Virtualisation

* Experience in configuring and troubleshooting Network, Label and Thermal Printers

* Experience supporting apps on Android and Apple mobile devices

* Basic knowledge of accounting Systems including, but not limited to, Sage Line 50, Sage 200, QuickBooks, Salesforce, Pegasus Opera, Exchequer and Access Dimensions

* Possess sound general technical skills, including operating systems, desktop applications and hardware

* Ability to demonstrate a systematic, disciplined and analytical approach to problem solving and to clearly document any such process

* Excellent customer service skills and confidence on the phone or in front of clients is essential

* Enthusiasm for technical challenges

* A strong desire to learn and explore new areas of technology

* Patient mind for troubleshooting under pressure

* Excellent attention to detail

* Able to follow processes

* Willingness to learn and develop skills

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