Technical Support

Hybrid: Mon-Wed onsite in High Wycombe

The Client:

Our client is Europe’s leading provider of Service Management Software Solutions, with offices in across Europe.
 

Position Overview:
They are seeking a dedicated and proactive Technical Support Engineer to join their team, focusing on supporting their product. In this role, you will provide high-quality technical assistance to their customers, ensuring the effective use and smooth operation of the product. You will troubleshoot issues, guide customers through product features, and collaborate closely with senior support staff to resolve complex technical challenges. There will also be opportunities to become familiar with and to provide support for their other product. A customer focused and data oriented mindset are critical attributes that the successful candidate will display.

Key Responsibilities:

• Provide first-line and second-line technical support to the product users via phone and ticketing system ensuring timely resolution and minimal customer downtime.
• Escalate complex issues to senior technical teams as necessary, following internal procedures.

Product Expertise & Issue Resolution:

• Maintain an in-depth understanding of the products and functionalities to assist with customer queries.
• Reproduce and investigate customer-reported issues to identify root causes and provide effective solutions.
• Perform data analysis and manipulation tasks using both CLI tools and SSMS.
• Customer Success & Communication:
• Assist in training and guiding customers through best practices to get the most value from the products
• Build and maintain strong customer relationships, ensuring a high level of customer satisfaction.

Required Skills & Qualifications:

• Minimum of 2 years of experience in a technical support or IT support role, ideally supporting software products.
• Experience with field service management software is a plus.
• Familiarity with the U2 Universe database or similar multi-value databases is a strong advantage – though training will be provided.
• Strong troubleshooting skills, with the ability to analyse and solve technical problems quickly.
• Experience with operating systems, IIS, networking, and database management (e.g., SQL, U2 UniVerse, Windows/Linux environment).
• Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote support tools.

Preferred Skills & Qualifications:

• Certifications in IT support or related areas (e.g., CompTIA A+, ITIL) would be an asset.
• Knowledge of scripting languages or automation tools is a plus.
• Experience with CBS (or other similar service management platforms) is highly desirable.
• Familiarity with U2 Rocket database or other multi-value database technologies is highly desirable.

Educational Background:

• A degree in Computer Science, Information Technology, or a related field is preferred but not mandatory.

Benefits:

• A holiday allowance of 30 days', plus bank holidays per annum
• Pension - 5% company contribution, 3 % personal contribution
• Employee Assistance Program (EAP)
• Employee referral scheme
• Electric car scheme
• Cycle to work scheme
• Enhanced Maternity/Paternity Pay

Our client is an equal-opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply.