Software Support Engineer (Hybrid / Office-Based)

About the Role

We are looking for a motivated Support Desk Operative to join our growing team. This role is focused on providing excellent technical and customer support for our Pyramid Dealer Management System (DMS).

Pyramid DMS is a comprehensive cloud hosted business management solution covering: -

• Unit Sales
• CRM
• Accounts & Administration
• Stock Control
• Workshop Management
• Workshop Tech App

We specialise in supporting businesses across the Motorcycle, Agricultural, Caravan, and Groundcare industries — making this an exciting opportunity to develop broad technical and sector knowledge.

You don’t need prior experience with Pyramid — full training will be provided. What matters is your IT support background, your ability to pick up new systems quickly, and your enthusiasm for helping end-users solve problems.

The role is primarily hybrid (3 days in the office, 2 days from home), but we are also happy to consider candidates who prefer to be fully office-based. There may be opportunities for occasional on-site support and training visits — a full UK driving licence would be beneficial if you’d like to take part in these, but it is not essential.

Key Responsibilities

• Provide 1st line support for users of Pyramid DMS, via phone, email, and remote access tools
• Troubleshoot issues across accounts, stock control, workshop, and sales modules
• Support customers using stock control systems, POS equipment, and reporting tools
• Manage support tickets, ensuring queries are resolved promptly and effectively
• Assist with data handling, reporting, and system setup (Excel and similar tools)
• (Optional) Deliver on-site customer support and training sessions if comfortable doing so
• Escalate complex issues to the senior support team when necessary
• Deliver excellent customer service, ensuring users feel supported and valued

Skills & Experience

• Previous experience in an IT support desk / helpdesk role (1st or 2nd line)
• Strong working knowledge of Microsoft Excel
• Experience with stock control systems, ERP software, or POS equipment is highly desirable
• Accounting knowledge/experience would be advantageous
• Confident communicator, both verbal and written, with strong problem-solving skills
• Full UK driving licence beneficial (only required for optional site visits)
• Ability to work independently as well as part of a team
• Enthusiasm to learn and become an expert in Pyramid DMS

What We Offer

• £28,000 / £30,000 starting salary
• Hybrid working – 3 days in the office, 2 days working from home (or fully office-based if preferred)
• 25 days holiday plus bank holidays
• Company pension scheme
• Full training and career development opportunities to grow within the business