Software Support / Help Desk Coordinator

Our Client is a small but fast growing international software company with an award winning virtual learning product (VLE). You would be joining a close-knit team dealing with clients on a daily basis over both telephone and email, making sure they take advantage of all that the software has to offer and resolving any questions and analysing any technical issues they may have. You will be keen to become an expert from the perspective of every user, whether thats a teacher, network manager or school project leader. You will be able to quickly get to the route cause of an issue, suggest answers or identify effective next steps.

We’re looking for someone who is a:
very good written and telephone communicator with a confident and professional manner
good team player able to build upon our reputation for providing excellent support
great problem solver, able to deal with complex technical systems

the ideal candidate has 12 months support experience within an education environment, supporting an online product and its infrastructure. You will be comfortable investigating technical issues, writing SQL queries as part of your investigation and be able to either bring an issue to resolution or summarise your work clearly for escalation to our development team. You follow a logical diagnostic process when investigating an issue and have an aptitude for all things technical. Most importantly, theyre looking for someone friendly, enthusiastic and good at picking up new skills quickly.

Knowledge of the below technologies in order of preference would be favourable although not necessarily required.

IIS
SQL
Windows Server Administration
AD
AWS

Service desk, customer service, 1st/2nd line, support analyst, application support, Technical support