Software Support Engineer - SQL

Giacom; Nelson; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

25 days annual leave

Birthday off

Pension plan

Complimentary refreshments in offices

Job summary

Giacom is a leading provider connecting tech resellers with IT, Comms and Cloud products in the UK. The Software Support Engineer role focuses on delivering excellent customer service by resolving and escalating technical and procedural issues through Zendesk, phone, email and live chat.

You will manage multiple incidents, maintain clear communication, and uphold high professional standards. You will diagnose software and system issues, use SQL skills and SSMS, and work with partners to ensure

Qualifications

• Strong understanding of SQL and ability to write and troubleshoot queries.
• Experience with Microsoft SQL Server Management Studio (SSMS).
• Proven ability to diagnose and resolve software and system issues.
• Excellent communication skills to explain technical information to technical and non-technical users.
• Ability to prioritise and manage multiple incidents in a fast-paced setting.

Responsibilities

• Act as a trusted representative of the Support team and promote collaboration.
• Provide timely technical and procedural support via Zendesk, phones, emails, and live chat.
• Take ownership of support cases and ensure diagnosis, resolution, or escalation within SLA.
• Maintain professional communication with partners to ensure positive support experience.

Skills

SQL

SSMS

Software troubleshooting

Communication skills

Incident management

Job description

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.
Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.
The Software Support Engineer plays a key role in delivering exceptional customer service to our partners by providing timely, effective, and knowledgeable technical and procedural assistance.
This role is responsible for managing and resolving support cases submitted through Zendesk, as well as via phone, email, and live chat. Acting as the first point of contact for partners, the Software Support Engineer ensures that software related issues are accurately diagnosed, resolved, or escalated to the appropriate team maintaining a high standard of communication and professionalism throughout.
What You'll Be Doing

• Act as a trusted representative of the Support team promoting collaboration and knowledge sharing across the business.
• Provide timely and effective technical and procedural support to partners through Zendesk, phones, emails, and live chat channels.
• Take ownership of support cases ensuring accurate diagnosis, resolution, or escalation within agreed SLA’s (Service Level Agreements)
• Maintain strong and professional communication with partners to ensure a positive and consistent support experience.

Skills, Qualifications, And Experience

• Strong understanding of SQL. Including writing and troubleshooting queries.
• Experience using Microsoft SQL Server Management Studio (SSMS).
• Proven ability to diagnose and resolve software and system issues.
• Excellent communication skills with the ability to explain technical information clearly to both technical and non technical users.
• Must be able to prioritise and manage multiple incidents or requests in a fast paced setting.

What\'s in it for you?

• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You\'ll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.