2nd Line Systems Support Engineer

urbanbubble; Manchester; On-site; GBP 30,000 - 38,000; Full time

Job summary

A leading property management agency in Manchester is seeking a 2nd Line Systems Support Engineer. This role focuses on customer service, supporting IT issues across critical software programs. Ideal candidates will have experience in second line support roles and knowledge of financial systems, CRM systems, and property management tools. Urbanbubble offers a competitive salary and a supportive work environment that values continuous improvement and professional development.

Benefits

Salary between £30,500 - £37,500

Enhanced family leave policies

Cycle to work scheme

Study support

Birthday day off

Home purchase day off

Qualifications

• A proactive attitude with the ability to work autonomously.
• Experience in continuous improvement initiatives.
• Proven change management experience.

Responsibilities

• Respond to and diagnose IT issues via phone, email, and chat.
• Support business growth with system support expertise.
• Maintain customer service consistency while resolving issues.
• Build and maintain a knowledgebase of fixes for issues.
• Drive application development by escalating user issues.
• Follow the defined incident management process.
• Meet defined SLAs where possible.
• Promote continuous improvement and best practices.
• Utilize internal ticketing systems for accurate incident management.
• Ensure clear communication across all organizational levels.
• Adhere to IT security policies.

Skills

Financial system support

Helpdesk/ticket management

System troubleshooting and investigation

Proven experience in a second line support role

CRM system experience (e.g. HubSpot)

Experience with property management systems (Yardi or MRI Qube)

Experience supporting customer facing portals/apps

Tools

Active Directory

Azure

Office 365

Job description

Role overview

The 2nd Line Systems Support Engineer will have a big focus on customer service and consistency of approach, supporting your colleagues within the business to understand and solve their IT problems. You’ll be gaining exposure to and knowledge of our systems by supporting numerous business critical software programs and the data stored within, including property, financial systems, customer facing portals and mobile apps.

What do we offer?

• Salary between £30,500 - £37,500
• Enhanced family leave policies, cycle to work scheme, season ticket loan, Pet lovers Friday, enhanced sick pay, study support and much more.
• Enhanced annual leave including your birthday day off and a day off when you buy your house – we believe that you deserve to celebrate special moments with your loved ones. Family always comes first at ub!

What will you do?

• Respond to and diagnose IT issues over phone, email, and chat taking responsibility for and resolving as many incident and change tickets as possible and escalating those that you cannot fix to our systems analysts.
• Support business growth with system support expertise and helpdesk support to ensure new business initiatives, clients, sites and units are set up as per mobilisation and project planning’s requirements.
• Ensure excellent customer service and maintain consistency in approach to all colleagues.
• Build up and maintain a knowledgebase of fixes to issues using your experience/acquired knowledge of business processes, business systems, customer portals and applications.
• Drive development of applications and training by escalating user issues and improvement requirements.
• Follow the defined incident management process.
• Meet the defined SLAs where possible.
• Promote continuous improvement user focus and best practice within the department.
• Utilise the internal ticketing system to accurately record and manage your interactions, ensuring accurate prioritisation, investigation, and resolution of incidents.
• Provide well-considered and suitable communication across all levels of the organisation, from the CEO to frontline staff.
• Uphold the organisation’s IT security policies.

What we are looking for?

• Financial system support
• Helpdesk/ticket management
• Proven experience in a second line support role
• System troubleshooting and investigation
• Property management systems (Yardi or MRI Qube)
• CRM system experience such as HubSpot
• Experience supporting customer facing portals and apps such as Microsoft 365, Spike, Yardi, MRI Qube, Quooda, Halo, FixFlo
• Able to work autonomously and use initiative, with a proactive attitude
• Continuous improvement experience
• Prioritisation of workload in a high demand role
• Change management experience

Desirable

• Knowledge of residential management ecosystem software – Yardi, MRI PM, Fix Flo, Quooda, HubSpot, Yorlet, Halo, Stripe and residential apps such as Spike Global and Padoq.
• Knowledge of GDPR principles
• Working knowledge of tools such as Active Directory, Azure and further Office 365 applications.

We’re not your usual property company. We’re the North West’s leading property managing agent. At urbanbubble, we’re redefining the way properties are run through community building, customer care and innovation. Thanks to our team, that delivers outstanding customer experiences, we’re proud to serve 14,000 residents and growing. We’re looking for bold, ambitious, resourceful team members to manage and create communities. We want to unlimit what our customers expect, whilst unleashing your true potential. So, what do you say – interested?

Apply now to join a fantastic organisation that truly believes that our people should be at the heart of all our decisions.

Urbanbubble requires people who are professional, hardworking, innovative and passionate; who are effective in their roles, and who truly engage with the customer.

We are an equal opportunity employer, and invite applicants to contact us to identify any additional support you may need during the recruitment process.