2nd 3rd Line Software Support

System Recruitment Limited; Leicester; On-site; GBP 32,000 - 46,000; Full time

Job summary

System Recruitment Limited, based in the UK, is seeking a capable 2nd/3rd Line Software Support Officer to join the Leicester HQ. This role focuses on delivering high-level technical support to UK, Europe and worldwide clients, while creating and maintaining support documentation and training users.

You will work across software troubleshooting, databases (Postgres, MSSQL), and development-related tasks (PHP, C, Java, React).

Qualifications

• Extensive software support experience, possibly from an MSP background.
• Minimum of 5 years in a similar role.
• Solid understanding of databases (Postgres, MSSQL).
• Exposure to software testing is advantageous.
• Software development knowledge: PHP, C, Java, React.
• General knowledge of common network protocols.

Responsibilities

• Provide third line technical response support to UK, Europe, and the rest of the world.
• Deliver second-line support to the Customer Service Desk, field engineers, and client engineers.
• Develop and maintain technical support documentation.
• Provide networking and software setup support to field engineers.
• Attend sites for technical assistance when required.
• Configure devices prior to despatch to engineers/customers.
• Undertake remote setup work for new clients.
• Provide on-site training as required.
• Conduct remote training sessions and webinars.

Skills

Software Support

MSP experience

5+ years experience

Postgres

MSSQL

Software Testing

PHP

C

Java

React

Network protocols

Ticketing software

Communication skills

Customer service ethos

Multitasking

Listening skills

Pressure handling

Tools

Ticketing software

Job description

Established technology company providing software and hardware to specific business sectors is currently looking for an experienced 2nd 3rd Line Software Support Officer to join their UK HQ in Leicester.

You role will be to;

• Provide third line technical response support to UK & Europe and rest of the world
• Provide highly responsive second-line technical support to the Customer Service Desk, field engineers and designated key client service engineers.
• Develop and maintain all technical support documentation
• Provide networking and software set up support to field engineers
• Attend site to provide technical assistance when required
• Configure devices where necessary prior to despatch to engineers/customers.
• Undertake remote set up work for new clients.
• Undertake on-site training as required.
• Conduct remote training one on one or via webinars.

Skills & Experience

• Extensive Software Support experience, maybe from an MSP background
• At least 5 years' experience in similar role.
• A good understanding of databases - Postgres, MSSQL
• Some exposure to Software Testing would be advantageous
• Software Development - PHP, C, Java, React
• General knowledge of common network protocols
• Knowledge of ticketing and case management software
• Excellent communications skills and a customer service ethos.
• Good problem-solving skills and the ability to come up with creative solutions.
• Excellent teamwork and able to work with all levels of staff from senior management to end users.
• Ability to multitask as may need to work on multiple problems simultaneously.
• Excellent listening skills to establish the issues that users are facing.
• Ability to work well under pressure and remain calm when things go wrong.

The role will suit individuals currently working as 2nd 3rd Line Software Support, Technical Support, Network Support and be living within a commutable distance of Leicester, Melton Mowbray, Loughborough, Nottingham, Derby, Oakham, Corby, Coalville or be willing to relocate.