Digital Development Assistant

Tetra Tech; Manchester; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Tetra Tech, Inc. is seeking a Digital Development Team member to handle business application support, troubleshooting and user training. You will resolve issues, guide users, and escalate where needed across UK offices.

The role emphasizes secure service delivery, documentation, and collaboration with product owners and third parties. Hybrid working in Leeds or Manchester is possible, with travel to other UK sites as required.

Qualifications

• Experience in business application, product or customer support in a ticket-based environment.
• Logical troubleshooting approach; strong written and verbal communication; awareness of information security and data protection.
• Experience with data, reporting or workflow systems, user training and service management principles is beneficial.

Responsibilities

• First-line support and ticket management: record, classify, prioritise, and progress requests until resolution.
• Diagnosis, resolution and escalation: use structured questioning and diagnostic checks and escalate complex incidents with evidence.
• Training, onboarding and user adoption: deliver training and create guides for varied audiences.
• Knowledge, service quality and improvement: maintain knowledge articles and review trends to identify improvements.
• Collaborative and secure service delivery: work with colleagues and suppliers, support testing and releases, and handle information securely.

Skills

Troubleshooting

Communication (written & verbal)

Information security awareness

Tools

Reporting systems

Workflow systems

Job description

Make a real difference to how colleagues use technology. Join our Digital Development Team and help people resolve application issues, build confidence with digital solutions and improve the way business-critical systems are supported across Tetra Tech.

Purpose & Scope of the Role

As the first point of contact for agreed business applications and digital solutions, you will manage support requests from initial contact through to resolution or effective escalation. You will combine practical troubleshooting with excellent customer service, supporting access, permissions, data, workflows, configuration and application usage.

Embedded within the Digital Development Team, you will work with product owners, developers, data specialists, business stakeholders, central IT and third-party suppliers. This is a business application support role—not general IT support—and does not cover Microsoft 365, devices, operating systems, networks, infrastructure, identity services, software engineering, database development or infrastructure design.

Your Impact in this position

You will provide a friendly, responsive service that improves user adoption, reduces repeat incidents and helps colleagues work safely and effectively. By giving clear guidance, delivering training, maintaining accurate records and identifying recurring issues, you will contribute directly to service quality and continuous improvement.

• First-line support and ticket management: Accurately record, categorise, prioritise and progress requests, set expectations, communicate updates and ensure users receive follow-through until resolution or closure.
• Diagnosis, resolution and escalation: Use structured questioning and diagnostic checks to resolve common issues, apply documented fixes safely and escalat**e** complex incidents with clear evidence, impact and troubleshooting details.
• Training, onboarding and user adoption: Deliver accessible one-to-one, group and online training, support onboarding, and create practical guides, FAQs, walkthroughs and demonstrations for varied audiences.
• Knowledge, service quality and improvement: Maintain knowledge articles, procedures, known-error records and standard responses; review trends, feedback and service measures to identify improvements, training needs and risks.
• Collaborative and secure service delivery: Work calmly and constructively with colleagues and suppliers, support testing and releases, and handle information in line with data protection, information security and access controls.

Training, Qualifications & Experience

Experience in business application, product or customer support is essential, ideally within a ticket-based environment. You will need a logical approach to troubleshooting, strong written and verbal communication skills, and awareness of information security and data protection. Experience with data, reporting or workflow systems, user training and service management principles is beneficial.

This is a full-time, 37.5-hour-per-week role, Monday to Friday, based in Leeds or Manchester. Hybrid, remote or flexible working arrangements may be available, subject to business requirements, with expected office attendance agreed locally. Occasional travel to Tetra Tech offices across the UK and Ireland may be required. DBS and BPSS clearance must be obtained.

About Tetra Tech

At Tetra Tech, we want everyone to feel like they truly belong. Our goal is to create aworkplace where every person is valued and respected for who they are.

Everyone is welcome at Tetra Tech. Opportunities and success should only be determined by attitude, capability and collaborative spirit. Be yourself, without apology.

For more information on our company, please visit our website at www.tetratecheurope.com.

Tetra Tech is an equal opportunities employer and encourages applications from all suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity/shared parental leave, in line with the Equalities Act 2010.