Systems Support Administrator

Jefferson Frank; Greater London; On-site; GBP 24,000 - 40,000; Full time

Benefits offered by this job

Hybrid work

Central London office

Growth opportunities

Autonomy

Training & support

Client engagement

Job summary

Jefferson Frank is seeking a Systems Support Administrator in London on a hybrid basis, with a salary up to £40,000. You will be the go-to expert for the company’s bespoke platform, supporting users, troubleshooting issues and delivering training to colleagues and clients.

You will manage and track support tickets in Zendesk, escalate faults to the development team, support onboarding and access, produce user guidance, and help shape a growing support function as the product expands.

Qualifications

• Experience supporting business-critical systems, CRM platforms, or SaaS applications.
• Experience using HubSpot is highly desirable; Salesforce, Zendesk or Qube experience also considered.
• Strong troubleshooting and problem-solving abilities.
• Experience managing and resolving support tickets.
• Excellent communication skills with non-technical users.
• Proactive attitude and willingness to learn.

Responsibilities

• Act as main point of contact for users and clients on the bespoke platform.
• Investigate and resolve day-to-day system issues and user queries.
• Manage and track support tickets through Zendesk.
• Escalate technical issues and bugs to the development team when required.
• Support user onboarding, account setup and access management.
• Help users understand system functionality and best practices.
• Assist with testing new features, updates and bug fixes before release.
• Produce user documentation and guidance materials.
• Deliver training and support sessions to internal teams and clients.
• Monitor common issues and provide reporting and insights.

Skills

CRM systems

SaaS platforms

Troubleshooting

Ticketing systems

User training

Documentation

Tools

HubSpot

Salesforce

Zendesk

Qube

Job description

Systems Support Administrator - London (Hybrid) - Up to £40,000

We're working exclusively with a growing organisation within the property and investment sector that has invested heavily in developing its own technology platform.

They're now looking for a Systems Support Administrator to become the go-to expert for the system, supporting users, troubleshooting issues, delivering training, and helping shape a growing support function.

This is an excellent opportunity for someone with experience supporting CRM, SaaS, or business systems who enjoys solving problems and working closely with users and clients.

Please note: This is a systems support role, not a software development, coding, infrastructure, or engineering position.

You Will Work With:

• Acting as the main point of contact for users and clients using the company's bespoke platform
• Investigating and resolving day-to-day system issues and user queries
• Managing and tracking support tickets through Zendesk
• Escalating technical issues and bugs to the development team when required
• Supporting user onboarding, account setup and access management
• Helping users understand system functionality and best practices
• Assisting with testing new features, updates and bug fixes before release
• Producing user documentation and guidance materials
• Delivering training and support sessions to internal teams and clients
• Monitoring common issues and providing reporting and insights to the wider business
• Taking increasing ownership of the support function as the platform continues to grow

Benefits

• Salary of up to £40,000
• Hybrid working model with 2 office days per week
• Modern Central London office
• Opportunity to join a business during an exciting phase of product growth and client expansion
• Significant ownership and autonomy within the role
• Exposure to product development, testing and client engagement
• Collaborative and supportive team environment
• Clear opportunity to grow alongside a scaling product and support function

Key Experience

We're keen to speak with candidates who have experience supporting business-critical systems, CRM platforms, or SaaS applications.

You may currently be working as a:

• Systems Administrator
• Application Support Analyst
• CRM Administrator
• Product Support Specialist
• Customer Systems Specialist
• SaaS Support Analyst

You’ll ideally have:

• Experience supporting CRM, business applications or software platforms
• Experience using HubSpot is highly desirable. Candidates with experience supporting Salesforce, Zendesk, Qube or similar business systems will also be considered.
• Strong troubleshooting and problem-solving abilities
• Experience managing and resolving support tickets
• Excellent communication skills and the confidence to work with non-technical users
• Experience providing user training and supportA proactive, enthusiastic attitude and willingness to learn