Andrew Sherwin Operations Director

Careers

Are you super-talented and looking to work amongst like-minded people on a range of varied projects? We want to hear from you if you want to work at the forefront of business process management technologies in a fast moving and supportive environment.

 

Technical Support Analyst (1st Line)

You:

A determined problem solver; with strong customer focused abilities you are reliable, flexible and an empathic communicator. Professional and courteous; you are able to communicate effectively with all internal and external clients, be a team-player and manage your own time effectively to internal and external timescales. You will be committed to delivering consistently high and improving levels of customer support and service.

The Role:

As a 1st Line Technical Support Analyst you will be working at the forefront of the support department and will need to be very customer focused. You will liaise with clients to diagnose and fix problems and escalate issues to more experienced analysts where necessary. You will have the ability to obtain accurate user/fault information in the first instance received via email, through our helpdesk (Zendesk) and by telephone. Full training will be provided.

You will be confident, collaborative and will be actively involved in improving customer service and client experience. The work-flow is fast-paced and requires the ability to adapt to different challenges and priorities. The ability to learn and self-motivation is key for this role.

Essential Skills and Experience:

We are interested in hearing from people with experience of:

  • Microsoft Office technologies (Visio, Word, Excel, Outlook)
  • Excellent customer service skills
  • Superb interpersonal skills
  • Excellent problem solving and investigative skills
  • Collaborative, supportive team player
  • Keen attention to detail
  • Excellent written and oral communication skills
  • Super-organised with the ability to organise multiple tasks in order to meet deadlines
  • Strong desire for self-improvement and advancement
  • Prior experience working in an ITIL environment would be advantageous 

Benefits and Perks:

  • Pension scheme
  • Life Insurance
  • Health Insurance
  • 25 days holiday a year (plus all the public holidays)
  • £500 Refer a Friend Bonus
  • Aquarium fruit, snacks, tea & coffee on tap 
  • Monday morning breakfast
  • Regular social events
  • Charity fundraising events

Applications:

To apply for this role please email: careers@aquarium-software.com 

Senior Technical Support Analyst (2nd Line)

You:

You are bright and sociable with a positive ‘can do, leave it with me’ attitude. You’re a team player with superb attention to detail and someone who enjoys solving problems. You relish learning and self-improvement and thrive in a collaborative, busy, supportive, ITIL environment. 

A determined problem solver and analytical thinker; you are reliable, flexible and an empathic communicator. Professional and courteous; you are able to communicate effectively with all internal and external clients, be a team-player and manage your own time effectively to internal and external timescales.  You will be committed to delivering consistently high and improving customer support and service.

The Role:

We are looking for an experienced, professional Senior Technical Support Analyst to provide 2nd Line support to external and internal customers, who use the Aquarium platform.  

You will be articulate and illustrate an ability to communicate with the client using a variety of different channels. You will possess a high degree of technical knowledge and be skilled in being able to ask relevant questions to derive a clear understanding in diagnosing and ultimately resolving issues. Proficiency in all aspects of Microsoft SQL server is essential. 

You will possess an aptitude and desire to learn new skills and technologies and will work closely with other internal departments within the business in order to identify root causes and resolve client issues quickly. 

Essential Skills and Experience:

We are interested in hearing from people with experience of:

  • Proficient SQL programming skills and knowledge of Microsoft SQL Server
  • Prior experience of working in an ITIL environment (an ITIL certification would be advantageous) 
  • Has initiative and the ability to be productive without supervision
  • Excellent attention to detail
  • Excellent written and oral communication skills
  • Ability to recognise problems, gather facts, analyse information with excellent deductive reasoning skills
  • Ability to organise yourself and multiple work tasks and have the ability to priories them to meet specific deadlines
  • Quick to grasp and understand new tasks and ideas
  • Great team worker
  • Strong desire for self-improvement and advancement
  • Ambitious and prepared to commit to a rapidly growing company through a period of considerable expansion

Benefits and Perks:

  • Pension scheme
  • Life Insurance
  • Health Insurance
  • 25 days holiday a year (plus all the public holidays)
  • £500 Refer a Friend Bonus
  • Aquarium fruit, snacks, tea & coffee on tap 
  • Monday morning breakfast
  • Regular social events
  • Charity fundraising events

Applications:

To apply for this role please email: careers@aquarium-software.com 

 

ABSOLUTELY NO AGENCIES PLEASE