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Software Support Consultant – ShireSystem

Software Support Consultant’s primary focus will be to provide first-line telephone/email support to ShireSystem CMMS/CAFM customers. Providing help and advice on a range of topics including software deployment, installation, licencing, configuration and use of the software. You will demonstrate the ability to connect with our customers through empathy while also displaying excellent problem-solving skills and the ability to communicate professionally.

Key responsibilities:
  • Remote software installation/ configuration/ problem resolution.
  • Customer support administration – including licence generation, software update issue and customer support database housekeeping.
  • Complying with and helping to enforce standard internal policies and procedures.
  • Suggesting areas for improvement of internal processes and procedures.
  • Undertaking general administrative tasks and other duties deemed appropriate to the post.
  • Data analysis including querying and updating customer databases.
  • ShireSystem custom report generation.
  • In-house (Southampton only) IT helpdesk duties including desktop, laptop, printing and network support where required.

A Computer Science degree or equivalent other relevant technical or commercial experience.

Essential skills/ prerequisites:
  • A good working knowledge of Excel and an understanding of databases would be useful.
  • High self-motivation, eagerness to learn, good time and work management.
  • Strong communication skills, and ability to interact with customers with accuracy and professionalism.
Desirable skills:
  • Previous exposure to supporting Windows OS, Servers and Networking would be beneficial.
  • An interest in IT, demonstrated by a formal IT qualification would be an advantage.
  • Proficient PC skills required including competency in Microsoft Office (Word, Excel, PowerPoint).
  • German speaking would be useful but not essential.
Essential abilities:
  • Highly developed organisational and administrative skills.
  • Excellent communication skills.
  • Ability to prioritise.
  • Able to think creatively and to provide new ideas and solutions to problems.
  • Able to work flexibly in a changing environment.
Personal qualities:
  • To be self‐motivated with sufficient drive and enthusiasm to ‘get the job done’ on time, on budget and to an excellent standard.
  • Inspiring and motivational to colleagues.
  • To have a professional attitude with clients and colleagues.
  • To be committed to the aims of the organisation.
  • A willingness to acquire new and relevant technical skills and to keep abreast of developments in the IT industry.
  • Good interpersonal and communication skills.
  • Confidence with ability to display initiative.
  • A team player.
Working hours and location:

The normal working hours are 35 hours per week. From time to time, you may be required to work additional hours to fully perform your job in accordance with the needs of the business.

The main working location is Elecosoft’s Southampton office, but the role may involve travel to other Elecosoft offices, client’s offices, and other locations as necessary in line with the needs of the business.

Closing date for applications is: 5 November 2021.
Only shortlisted candidates will be contacted.