Software Support Analyst

Salary £26,000 – £28,000

Company benefits

• 31 days annual leave, rising to 33 days (inclusive of Bank Holidays)
• Your birthday off every year
• Excellent colleague and client retention
• Learning and development scheme with opportunity to complete qualifications.
• Use of the latest technology
• Discounted rates on technology products
• Great team culture and environment
• Employee and client referral scheme.
• Summer and Christmas events
• Established for 36 years +
• Casual dress code in the office
• Hybrid working
• Modern offices with excellent facilities such as café, restaurant, nursery, gym, sports
  pitches, sports simulator, pool table, woodland walks – and soon to arrive leisure centre.
• Free parking
• Discretionary bonus

At Timewade we are proud to be one of the South West’s longest established providers of IT solutions and Sage Business Management Systems. As a Managed Service Provider, our commitment is to have a complete understanding of our client’s businesses so that we can empower them to use technology to boost performance and deliver brilliant results.

As a Software Support Analyst, your primary role will be to assist in the implementation of new products and solutions centred around enterprise resource planning software (ERP). You will also support existing software solutions. You will be confident in getting to grips with a varied client base, each with its own challenges and priorities, and thrive on partnering with different stakeholders in different environments.

At Timewade we use a hybrid working model, once you have completed your induction period you will be given the option to work from home for 3 days per week. The choice of which days will be yours. You will be provided with a full home office setup consisting of a desk, chair and all the tech you need to be productive at home.

As a tight-knit team, we firmly believe in multi-skilling and you will have opportunity to work closely with others.
Forged by our team, the Timewade values represent who we are, how we work and the high standards we consistently strive for and achieve: Build partnerships, Be Professional, Be a Leader, Drive Results, Building Your Future and get things done Today not Tomorrow.

Key responsibilities

• Deploy new installations, manage version upgrades.
• Implement and install add on products to the Timewade solution stack.
• Identify and troubleshoot technical issues, liaise with third parties through to resolution.
• Identifying customer report requirements, write reports using SQL, power BI and other tools
• Facilitate workshops/discussions with the customer to assess the requirement.
• Identify and design solutions to the customer requirement.
• Create a customer facing scope of work that identifies both the customer requirement and the required solution.
• Deliver configuration to meet the specified scope of work.
• Troubleshoot and provide customer facing support for escalated technical queries.
• Plan and prioritise own workload.
• Keeping team members and customers regularly informed of progress.
• Identify and help to implement process improvements.
• Continuously improve product knowledge
• Build excellent client relationships and communicate effectively at all levels within a business.
• Ensure the timely and successful delivery and support of our solutions according to client needs and objectives.

To be considered, you will:

• Have a minimum of one-year proven work experience in a software support role or similar.
• Have report design experience.
• Have excellent communication skills, both verbally and in writing, with the ability to explain technical concepts to non-technical end-users in simple terms.
• Have an understanding of technology best practices.
• Be committed to personal development and willing to undertake training as required by the business.
• Be client focused, methodical, flexible and reliable.
• The ideal candidate will also have the following desirable skills:
• Previous experience supporting software
• Have experience working with SQL databases and queries.
• Have a full UK driving license, your own transport
• Have the ability to draw out and identify needs and requirements.
• Have great problem solving, troubleshooting and analytical skills.
• Have the ability to pick up new technology quickly and easily.
• Be committed to quality and excellence.
• Live within a commutable distance of the Exeter area.

Find out what it’s like working at Timewade.

If you like the sound of this Software Support Analyst role, but aren’t sure you have all of the experience, we still want to hear from you! Please email our Managing Director, Jordan Westcott for an informal chat about the training and career progression we offer at Timewade.