Title: Digital & Product Support Engineer
Location: London, UK (Onsite)
Salary: Up to £27K + Benefits

About the Role:

The Digital & Product Development Department is at the forefront of maintaining and evolving our bespoke business systems. Over the past several years, the team has been instrumental in developing tailored technology solutions to ensure the company remains competitive. New features, enhancements, and bug fixes are released to the business every two weeks. In this role, you’ll collaborate closely with a highly skilled team of developers, technical architects, and product owners to manage and resolve support requests raised by the business.

Key Responsibilities:

• Provide day-to-day support to over 1,000 users across 60+ office locations.
• Troubleshoot and support a wide range of custom-built systems developed using the latest Microsoft technologies.
• Prioritize and escalate urgent and critical support issues to the appropriate manager.
• Collaborate with the development team, who will be available to assist with complex issues.
• Gain exposure to a variety of business systems, including CRM, mobile platforms, third-party integrations, fleet management, HR, and IT tools.
• Understand business needs and apply problem-solving skills to address technical issues.
• Communicate effectively with users through phone, video calls, email, chat, and screen sharing.
• Help manage and resolve approximately 150-200 support tickets weekly.
• Demonstrate a willingness to learn and grow within a software development environment.
• Opportunity to progress into a developer role over time.
• Log and manage bugs and support requests using the Jira ticketing system.
• Conduct investigations and perform data corrections using SQL Server.

Skills Required:

• Problem solving
• Good communication skills
• SQL
• Jira - Desirable
• Ability to perform basic code reading
• Experience using Microsoft Office

Interview Process: 2-stage interview process.