Junior Application Support Technician

Akixi; Crawley; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a fast-growing and innovative company as a Junior Application Support Technician. This entry-level position offers a fantastic opportunity to provide first and second-line support for cloud-based applications, ensuring seamless operations for over 7,000 active customer sites. You will work in a dynamic shift-based team, tackling technical issues and enhancing your skills in a supportive environment. If you are detail-oriented and eager to grow your career in IT support, this role is perfect for you. Embrace the chance to contribute to a recognized leader in call and contact analytics software while developing your expertise in a collaborative setting.

Qualifications

• Education to NQF Level 3/4 in a computing-related discipline is essential.
• Strong communication skills and a customer-focused mindset are crucial.

Responsibilities

• Provide 1st & 2nd line application support via Ticketing System, Email, and Telephone.
• Perform remote CRM installations directly with customers using TeamViewer.

Skills

Problem-solving skills

Attention to detail

Communication skills

Customer-focused mindset

Education

NQF Level 3/4 in computing-related discipline

Good GCSE results in Maths, English, and Science

Tools

Ticketing systems

Remote support tools

TeamViewer

Job description

Location: Crawley or Peterborough

Job Type: Permanent

Reports to: Senior Manager – Product Support

About Akixi

Akixi is a fast-growing and profitable, privately-owned company, based in West Sussex, UK. Our portfolio of cloud-based real-time call and contact analytics software is delivered through our network of IT and telecoms partners around the world and we have over 7,000 active customer sites.

We are proud to have been recognised within the industry, winning the 'Best Analytics Platform' in the UC Awards 2020 and 'Best Call Management Solution' in the Comms National Awards 2020.

Akixi is part of the Cisco Partner Ecosystem and a member of the Cisco Solution Partner Program.

Job Summary

We are seeking a motivated and detail-oriented Junior Application Support Technician to join our dynamic shift-based Support team. The successful candidate will be responsible for providing first/second-line support for our applications' services, resolving technical issues, and ensuring smooth operations. This is an excellent opportunity for someone looking to start or grow their career in support within a supportive and innovative environment.

Key Responsibilities

1. Providing 1st & 2nd line application support via our Ticketing System, E-mail and Telephone.
2. Perform remote CRM installations directly with customers using TeamViewer.
3. Occasionally assisting with product testing & reviewing product documentation.
4. Creating & maintaining support-related documentation.
5. Work directly with 3rd line in troubleshooting customer-raised issues.
6. Providing 24x7x365 On-Call Support (This is part of rotating shift).

Health and Safety

1. Compliance with the Company’s health and safety policy.
2. Reporting any health and safety issues to management.

Additional Duties

1. Undertake project work as requested.
2. Any other duties as required.

Qualifications and Experience – Essential

1. Education to NQF Level 3/4 in a computing-related discipline (i.e. A level in computing or ICT, NCC Education Level 3 Diploma in Computing, IT Users Level 3 Certificate/Diploma, etc.).
2. Good GCSE results, including Maths, English and one Science.
3. Excellent problem-solving skills and attention to detail.
4. Strong communication skills, both written and verbal.
5. Ability to work effectively both independently and as part of a team.
6. Customer-focused mindset with a commitment to providing high-quality service.

Qualifications and Experience – Desirable

1. Prior experience in a technical support or helpdesk role is advantageous but not essential.
2. Experience with ticketing systems and remote support tools is a plus.
3. Interest in Internet applications, IP networking & Network Diagnostics (DNS, Ping, NSLOOKUP).
4. Knowledge of general telephony, i.e. hunt groups, call queueing, ACD distribution, agent-working, etc.
5. Knowledge of hosted IP telephony.

How to apply?

Please send your CV and cover letter to [e-mail]

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• Software Development