Application Support Analyst / 1st Line Support Engineer

Job Title: Application Support Analyst

Location: Shipley

Salary: £23,000 - £26,000 per annum

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.

Core Responsibilities:

• As 1st line Support Engineer you will act as the first line of service to customers, logging tickets via phone calls, emails and from a chat system. You will be resolving 1st line incidents answering and resolving customer queries to a high standard.
• Serve as liaison between client and internal development for all escalated product related issues, including product enhancements, bug resolution and overall product education
• Logging and tracking of incidents to completion
• Liaising with the Account Management Team and other key members of staff on improving business processes and client liaison
• Testing software for end user deployment
• Creating and maintaining training and knowledge base materials

Additional Role Offerings:

• Opportunities to bridge into 2nd line support
• Assisting with the Support and administration of the WT production hosted environments
• Performing software installations of the Watermark software
• Gain knowledge of data imports and conversions
• Assist with internal server maintenance and upkeep

About You:

Requirements:

• At least 2 years previous experience as a Customer Support or Technical Support Representative in a complex environment
• 1st Line Support and remote troubleshooting experience ideal
• Excellent written and spoken English.
• Great communication skills are a must

Desirables:

• MS SQL server (t-SQL) experience including
  • Create and execute SQL select statements
  • Comfortable making database alterations
  • Comfortable profiling to assess issues
  • Manipulating Client Data using t-SQL

Skills:

• Efficiency - Able to produce significant output with minimal wasted effort
• Initiative - Acts without being told what to do. Find answers to problems independently. Bring new ideas to the table
• Multi-tasking - Able to handle interruptions, changing priorities and multiple tasks in calm and professional manner
• Organisation - Plans, organizes, schedules in efficient manner. Focuses on key priorities
• Analytical Skills - Able to structure and process qualitative data and draw insightful conclusions
• Persistence - Demonstrates tenacity and willingness to go the distance for resolution
• Team Player - Works well within a group environment
• Professional - Represents the business at all times in a knowledgeable and professional manner

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:

• Strong global brand and growing company
• Competitive salary
• Full and ongoing training provided
• Career progression
• Regular staff social events

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: IT Helpdesk, IT Support Engineer, IT Customer Support, Helpdesk, IT Support, IT Support Technician, Infrastructure Engineer, 2nd Line Infrastructure Engineer, 3rd Line Infrastructure Engineer, Application Engineer, 1st Line Support Engineer, 1st Line Support Technician may also be considered for this role.