Our client who are based in central Bath are seeking a dedicated professional to join their organisation as a 3rd Line Support Consultant. The successful candidate will be an integral part of the Support Team delivering a first class, professional customer service to both internal and external customers.

3rd Line Support Consultant

Salary: £30,000 - £32,000 (depending on experience) + out of hours allowance

Location: Bath

Type: Permanent, full time

Hours of work: Monday - Friday 9am-5:30pm

The role:

This position provides end-user support for our constantly changing specialised software applications. As a team member, you will provide timely and efficient application and technical support to existing customers via phone, web and/or email. Using sound judgment and taking decisions within established procedures for each service request, you will diagnose and skilfully identify and apply prioritisation to the cases open with you whilst adhering to agreed Key Performance Indicators, Service Level Agreements, and quality standards to maximise customer satisfaction. This is a "hands on" software maintenance and support role across a range of technologies.

As the 3rd Line Support Consultant, you will be responsible for:

Investigate and resolve service calls and incidents.

Investigate and provide resolutions to software defects.

Work closely with Technical Support Analysts to improve and streamline the installation process of the product set.

Test and review code for technical accuracy, standards, and functional compliance to the requirements

Coordinate activities with other development and support teams.

Maintain product documentation to reflect enhancements and other software changes.

Provide process improvement feedback the team.

Work within deadlines in relation to product release timelines, and consistently complete assigned development tasks in required timeframes.

Fulfil administrative reporting requirements.

Other duties as assigned by management. Job qualifications:

Experience in an IT setting is essential (full product specific training will be given)

Previous experience of PHP7+ and MySQL

Shell scripting and VueJS would be desirable.

Good Microsoft Office skills, particularly Excel, Word, Outlook and PowerPoint

Previous experience in face-to-face or telephone-based customer service preferred.

Work experience coupled with an IT based degree and / or MCP qualification would be an advantage.

Experience of database integrations to third party solutions such as access control; follow me print management; vending and payment gateways is desirable.

Good technical understanding of the basic IT systems including SQL databases, networks and IIS

Excellent verbal and written communication skills and interpersonal skills

Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both verbally and in writing

An ability to build a rapport with customers.

Logical and analytical, with a methodical approach to problem-solving

Good team player, yet willing to take personal responsibility for issues.

Self-motivated, resourceful and keen to learn and share knowledge. **Please note this role does require out of hours support but this will be on a rota basis every 6 weeks and there will be an out of hours allowance