2nd Line Support Analyst



Job Description


2nd Line Software Support Technician

Location: Sittingbourne (hybrid working 3 days in office per week)


We are currently looking for a 2nd Line Software Support Technician to become an integral part of a growing Support department within an expanding, reputable ERP software solutions group.


About the role:

The role includes a healthy mix of customer interaction and technical work supporting our multiple bespoke programs over different platforms. 

  • A mixture of 1st and 2nd line support. Mainly focusing second line technical support covering a wide range of potential issues.
  • Logging and formatting inbound support requests raised via telephone and email.
  • Maintaining high standards of communication and professionalism both internally and externally via face to face, email, or telephone conversations.
  • Diagnosing and resolving faults with software as well as educating clients in instances of user error.
  • Liaising with third parties (such as hardware support providers) to resolve more complex customer support requests.
  • Performing to company standards in line with our company values. This performance will be measured in the form of KPIs as well as the results of departmental and regular one-to-one meetings.
  • Following and assisting with the creation of various walkthrough/troubleshooting guides for both internal and external use.
  • Taking a proactive interest in professional development, which the group will encourage and assist.


About you:

We believe great communication and interpersonal skills to be just as important as specific previous programming experience, however the ideal candidate would also have some experience in or knowledge of some/all of the below.

Ideal technical skills:

  • VB.Net
  • SQL
  • Visual Studio
  • MS Access
  • TFS
  • Java2nd line sup
  • Accounts-based software solutions
  • C#
  • EDI


Desired personal skills:

  • Ability to express technical concepts to a non-technical audience both verbally and in writing.
  • Analytical and problem-solving ability.
  • Hunger to learn and continue personal/career development.
  • Excellent communication and interpersonal skills.
  • IT Support Desk experience.
  • The ability to work within a team or independently.
  • Experience of working within any FMCG or food related environment.
  • Flexibility and adaptability.


What’s in it for you?

We are a fast growing yet established global software company. As an employer, we can offer you growth and development opportunities to cement your career. Alongside this, we offer a welcoming and diverse team and culture, made up of talented individuals all working in collaboration!


About Aptean

Aptean is changing. Our ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3,000 employees, 50 different products and a global client base, there’s no better time to advance your career at Aptean.

If you share our mindset, you can share in our success. To find out more about joining Aptean, get in touch today.

Learn from our differences. Celebrate our diversity. Grow and succeed together.


© 2023 Aptean. All rights reserved.