IT Support Technician - Software

Great chance for a graduate or experienced level 1 support professional to join a well-established software company with a market leading offering used in 84% of the countries Universities.

No experience required but a degree in Software Engineering or Computer science is an ideal background or experience in a junior IT support role.

You will be given extensive training on the software, have access to some great benefits and will also learn mainstream technologies such as SQL/J Query. All whilst working in a friendly, inclusive team with great technical leadership.

Role/Responsibilities
Resolve logged calls to pre-agreed internal or client SLA
Manage client support requirements in priority order Timely and appropriate escalation of calls to relevant expertise
On-going maintenance of accurate and detailed client records on Support System to ensure all other Kx users understand actions, decisions and communication
Flag potential failures against SLAs in a timely fashion to enable escalation
Accurately log email support requests onto Support System
Timely and accurate communication with Account Managers and Project managers to ensure they understand client status or risks
Timely and accurate communication to Account Managers when client support calls are re-allocated back to them
Timely, accurate and appropriate communication with Clients to ensure they are kept informed of actions being taken
Escalation of client issues before reputation becomes at risk