2nd Line Software Support Technician

2nd Line Software Support Technician

Location: Worsley, Manchester, M28 3QW
Salary: £28-32k pa dependent upon experience
Contract: Full-Time, Permanent
Hours: 9am - 5pm Mon to Friday, a total of 37.5 hours per week

Benefits:

• A competitive annual salary of £28-32k dependent on experience.
• 20 days annual leave (not including bank holidays), increasing to a maximum of 25 based on length of service.
• Working 37.5 hours per week, between 9:00am 5:00pm, Monday to Friday.

Delivery Software Ltd, trading as Dairydata, are a long established, Manchester based, family run software house. We develop applications primarily for the dairy delivery sector and work with hundreds of dairies across the UK, providing software which helps those organisations manage their stock, their deliveries, their invoicing and via our e-commerce solutions, their client interactions. Whilst we have a small legacy on premise client base, our core proposition is Software-as-a- Service used by the great majority of our client organisations.

The company is enjoying a rapid period of growth and is seeking high quality additions to our small and versatile team to support that growth moving forward.

2nd Line Software Support Technician - the Role:

We are seeking an experienced individual, capable of

• Delivering frontline technical support on our help desk.
• Helping ensure successful software deployment and effective training and consultancy is delivered for new and ex-isting clients.
• Help setup and maintain AWS server instances.

Key Responsibilities Include:

• Delivery of high-quality remote support on a range of technical incidents and problems.
• Responding to, and effectively resolving, customer issues, incidents, queries or complaints.
• Prioritising workloads effectively, monitoring backlog and breach status, always striving to meet customer SLAs and KPIs.
• Logging all calls accurately on Helpdesk software.
• Working with colleagues on issue escalation as necessary.
• Assisting with application installation/deployment including if required on site.
• Training new and existing clients across a range of applications.
• Troubleshooting 3rd party applications.
• Adopting and applying a hands on problem solving approach.
• Take ownership of incidents assigned to you and managing them through to resolution.
• Rota-based -contribution to out-of-hour support provision.

2nd Line Software Support Technician The candidate:

• Proven experience of supporting MySQL/SQL bespoke database applications and working with AWS cloud environ-ments.
• Experience of working with mobile computers.
• Personable & friendly character.
• Drives customer satisfaction and retention.
• Organised, multitasked and professional.
• Results oriented.
• Looking to personally grow in a growing and ambitious company.
• Understands the client 1st focus and strives to go the extra mile.
• Desire to learn and acquire new product knowledge.

As our 2nd Line Software Support Technician, you will understand the importance of the basics:

• Communication
• Timeliness
• Attention to Detail
• Accurate Reporting
• Teamwork
• Self-Reliance and Motivation
• Enthusiasm
• Curiosity

If you feel you have the relevant skills and experience necessary to be successful within this role then click on APPLY today, forwarding a recent copy of your CV for consideration in the first instance.

No agencies please.