Technical Support Engineer (2nd Line Support)

Job Title: Technical Support Engineer (2nd Line Support)

Location: Shipley

Salary: £30,000 – £35,000

Job type: Full time – Permanent

Company Overview:

Watermark Technologies Ltd is a well-established B2B software business, based in Shipley, that has been operating for over 20 years. Our document management software products have been trusted by clients in countries as diverse as the UK, South Africa, and the Middle East. We pride ourselves on providing high-quality products and excellent customer service to our clients who operate in a number of different sectors – finance, insurance, healthcare and accountancy and more.

Job overview:

• Provide 2^nd line technical customer support for Watermark’s in house developed products (SaaS)
• Perform Watermark product installations
• Perform data conversions and imports into Watermark developed products
• Assist with the support and administration of production hosted environments
• Create and maintain training and knowledgebase material
• Serve as a liaison between the customer and internal development for escalated product issues such as bug resolution and product enhancements
• Assist and cover 1^st line support when required
• Assist with the service delivery process when required

Key Requirements:

• Previous experience in a Customer Support or Technical Support Analyst role providing application support in a 2^nd line capacity
• Experience with software ticketing systems and CRM software
• Ability to multitask and priorities tasks
• Excellent communication skills, both verbal and written
• Ability to quickly learn and understand complex systems and software

Desirable Skills:

• Experience in general Windows server maintenance, backups, firewalls and networking
• VMware ESXi virtualization
• Creating and executing Microsoft SQL Server statements and interpreting the results

Why Work for Us?

At Watermark Technologies Limited, we offer a challenging and rewarding work environment. We are a close-knit team that values hard work, innovation, and collaboration. We offer competitive salaries as well as opportunities for career growth and development.

Benefits:

• Holiday increasing with length of service
• Cycle to work scheme
• Regular work socials
• 30 Finish on a Friday

If you feel you could be an asset to our team then please click the APPLY button to send your CV and cover letter.

Candidates with experience of: Helpdesk Engineer, Service Desk Technician, Infrastructure Engineer, 2nd Line Support Engineer, ICT Systems Engineer, IT Technician, IT Service Desk Technician, 3rd Line Support, 2nd Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support may also be considered for this role.