Software Support Analyst - 12 ~Months Fixed Term

RES; Kings Langley; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading renewable energy company in Kings Langley is seeking a Software Support Analyst for a 12-month fixed term contract. This role involves providing Tier 1 and Tier 2 user support for various applications, conducting basic data analysis, and resolving technical issues. The ideal candidate will have 3-5 years of experience in a customer support role, strong communication skills, and proficiency in SQL and MS Excel. Join a company dedicated to creating a sustainable future with extensive career growth opportunities.

Benefits

Pension schemes

Flexible working

Private healthcare

25 days holiday with options to buy/sell days

Enhanced family leave

Volunteering days

Qualifications

• 3-5 years experience working in a Customer Support role for a SaaS product.
• Track record of delivering results to customers in a commercial setting.
• Experience resolving issues related to Azure (SQL Server, Data Stores, Databricks, etc.).

Responsibilities

• Provide Tier 1 user support for a range of internally developed applications.
• Escalate and manage Tier 2 and Tier 3 support issues.
• Support the implementation of new wind and solar sites onto the application.

Skills

Highly proficient verbal and written communication skills in English

Proficient in the use of MS Office / SharePoint

High levels of attention to detail

Strong interpersonal and communication skills

Analytical mindset with ability to leverage data for decision-making

Education

BS or equivalent experience in a technical, data analytics, or related field

Tools

SQL

MS Excel

ServiceNow

Job description

Software Support Analyst – 12 ~Months Fixed Term

TechnicalKings Langley, Hertfordshire Glasgow, Scotland

Do you want to work to make Power for Good?

We're the world's largest independent renewable energy company. We're driven by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy.

We know that achieving our ambitions would be impossible without our people. Because we're tackling some of the world's toughest problems, we need the very best people to help us. They're our most important asset so that's why we continually invest in them.

RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at. We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally.

Our competitive package offers rewards and benefits including pension schemes, flexible working, and top‑down emphasis on better work‑life balance. We also offer private healthcare, discounted green travel, 25 days holiday with options to buy/sell days, enhanced family leave and four volunteering days per year so you can make a difference somewhere else.

Please note this position is a 12‑month fixed term contract.

The position

The Digital Support Analyst in the Digital Solutions – APM team is a key team member. This individual will provide Tier 1 & 2 User support, face‑to‑face, by MS Teams and by email. This role provides support for a range of internally developed applications, data management for our key partner.

Accountabilities

• Provide Tier 1 user support, face‑to‑face, by MS Teams and by email for a range of internally developed applications, platforms, and data acquisition.
• Escalation and management of Tier 2 and Tier 3 support issues.
• Basic data analysis, network and server troubleshooting to support data coverage issues.
• Support the implementation of new wind and solar sites onto the application.
• Liaise with third parties, including OEMs and suppliers to resolve data flow issues.
• Support the product development team in coordinating testing and resolving database and infrastructure issues.
• Familiarity with working with a customer SLA and support metrics.
• Keeping users informed on the progress of their ticket resolution.

Knowledge

• Project managing the process of resolving complex tickets including coordinating all the teams involved in finding a solution.
• Experience in data analytics and complex data queries and translations (i.e. SQL, MS Excel) is essential.
• Experience resolving issues related to Azure (SQL Server, Data Stores, Databricks, etc.).
• Experience managing tickets with ServiceNow or other support ticketing systems.

Skills

• Highly proficient verbal and written communication skills in English.
• Proficient in the use of MS Office / SharePoint.
• High levels of attention to detail, decision making and organisational skills.
• Strong interpersonal and communication skills, with the ability to navigate complex situations and effectively influence at all levels of an organisation.
• Analytical mindset with ability to leverage data for decision‑making.
• Integrity, professionalism, and discretion.

Experience

• 3–5 years experience working in a Customer Support role for a SaaS product.
• Track record of delivering results to customers in a commercial setting.
• Demonstrated track record of stakeholder engagement to enable aligned goals.
• Experience in fast‑paced environments.
• Multilingual is a plus, in particular French or Spanish.
• Preferred experience of working within a global organization.
• Experience of working within the renewables sector would be an advantage.

Qualifications

• BS or equivalent experience in a technical, data analytics, or related field.

At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.