2nd Line Software Support Agent

About Ascent:

Ascent Software is an exciting, newly formed group, premier provider of digital transformation projects to global corporate client bases including Bosch, G4S, Hive, BT, BDO, RSM amongst others. These companies entrust us with delivering their digital journey in the best possible way and we achieve this by empowering our teams to develop fantastic solutions and by applying our agile processes to every project. The business’s main development centers are in Bulgaria, Malta and the UK, with 350 developers spread across 20 countries.


Our Culture:

  • World class delivery and attention to detail
  • Strong customer focus
  • Fast-paced environment
  • Can-do approach
  • Positive attitude towards change
  • Quick and eager to learn
  • Highly collaborative


The role:

We are looking for a 2nd Line Software Support officer to join our team. On a day to day basis, our team provides IT support and troubleshooting via telephone, email, ticketing system and remote support for our bespoke software solutions. We work with a number of local and international clients in various sectors, such as postal and logistics, transport engineering, insurance, forex trading and health, amongst others.

Our team is responsible for delivering high level customer service to a wide range of users, including those with minimal IT knowledge. We follow in depth diagnoses of issues and work in close contact with our development team as an escalation point. As part of our company-wide knowledge culture, the team also populates and maintains the existing knowledge base.


Required skills and qualifications:

  • Be equal parts technology and customer service oriented
  • Persevere when there are challenging incidents
  • Ability to work autonomously
  • Organized specialist with analytical abilities who is being able to prioritize and multitask
  • Experienced in administering SQL and writing SQL queries
  • Ability to work flexible hours due to clients working in different time zones and openness to the possibility of work-related travel
  • Verbal and written English is required.
  • Administering applications such as MS SharePoint and/or Dynamics CRM will be considered an asset
  • Passion for delivering quality software solutions
  • Methodical and structured approach with eye for detail and quality
  • Excellent investigative and problem-solving abilities
  • Works well individually or as part of a team, irrespective of team size
  • Self-starter willing and able to take ownership and assume responsibility
  • Ability to manage own time, prioritize effectively and meet deadlines
  • Excellent communication skills at both technical and non-technical level
  • Desire to broaden knowledge and expand skills


Why join Ascent:

  • Ascent Software is on an upward trajectory to become a leading European provider of digital transformation with very clear targets on how to get there. Your role with us will help drive your career path upwards
  • We have an open and friendly environment and commitment to empowering employee growth through training/upskilling
  • We are a fast-growing company with modern offices in good locations
  • You will be involved in delivering exciting technology projects to leading global clients across the world
  • We offer competitive salaries with a clear progression path
  • We have great employee benefits such as health insurance, vouchers, sport activities cards, relax area with foosball, darts, ps4, regular team buildings and company events and others

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