Technical Support Engineer troubleshooting hardware and software issues across systems. Collaboration with field teams, engineering, and QA for technical resolution and system robustness.
About the role
- Technical Support Specialist delivering technical support for legal case management software in a hybrid working model. Collaborating with internal teams and customers to resolve software and configuration issues.
Responsibilities
- Provide 2nd-line (and complex 1st-line) technical support to our clients using our legal case management software, via phone and email correspondence.
- Actioning inbound and outbound support requests through our ticketing system.
- Develop in depth knowledge of SOS’s software and systems and collaborate with escalations to the Development team to deliver improved integration services.
- Troubleshoot application, database, and environment-related issues (Windows servers, networking, integrations, etc.)
- Investigate and resolve incidents, service requests, and defects within agreed SLAs
- Analyse logs, databases, and system configurations to identify root causes
- Escalate defects and complex issues to development teams with clear technical detail
- Support software upgrades, patches, and customer environments where required
- Maintain accurate case notes, documentation, and knowledge base articles
- Communicate clearly and professionally with customers, both technical and non-technical
- Contribute to continuous improvement of support processes and tooling
- Support both internal teams and our customers with Helpdesk enquiries.
- Meeting operational KPIs including: Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR) & Average Handling Time (AHT).
- Maintaining up-to-date knowledge of SOS’s products and services.
- Attending all Learning & Development training sessions and completing all related assessments.
- Communicating promptly, clearly and accurately with customers and internal teams.
Requirements
- Experience in a technical support, application support, or service desk role
- Strong understanding of on-premise software environments
- Working knowledge of:
- Windows Server environments
- Progress Databases (e.g. SQL Server – querying, basic performance analysis)
- Application configuration and troubleshooting
- Ability to diagnose complex issues and explain solutions clearly
- Strong customer service mindset with excellent written and verbal communication skills
- Comfortable working with ticketing systems and support workflows
- Experience supporting case management, legal, public sector, or enterprise systems
- Knowledge of:
- Networking concepts (firewalls, ports, certificates)
- Integrations and APIs
- Experience working in regulated or security-sensitive environments
- ITIL knowledge or experience in structured support environments
- Strong ability to deal with ambiguity.
- Strong ability to find creative solutions to situations.
- Strong communication skills, and an ability to motivate others.
Benefits
- SOS pays 8% of your qualifying salary into your pension.
- Private health insurance, including optical and dental.
- Life insurance cover.
- Employee Assistance Program.
- PerkBox membership.
- 25 days holiday (plus 8 bank holidays).
- Free light lunch and snacks.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Production Planner ensuring effective material planning for submarine projects at Babcock. Collaborating with stakeholders and monitoring project schedules for timely deliveries.
Technical Support Engineer for Genetec in Paris or Orléans. Handling technical queries and building trust with clients in EMEA.
Waterworks Plumbing Technical Support Advisor providing expert support on plumbing products and services. Building relationships with clients while managing ticketing and call queue systems in a hybrid role.
Technical Support Lead overseeing technical support operations for WMG's global distribution team. Leading a team of support engineers, ensuring high - quality customer service, and optimizing support processes.
Providing technical support for internal and external customers at Resideo. Responsible for issue identification, analysis, and resolution in a hybrid work environment.
First Line Support Engineer providing initial technical support for customers in a hybrid work environment. Role involves troubleshooting, guiding customers, and collaborating with second - line support.
Technical Analyst at Aevi working on payment and integration solutions for complex environments. Collaborating with multiple teams to ensure scalable and aligned solutions.
End User Computing (EUC) Desktop Support Engineer at Arthur Cox LLP, supporting desktop technologies and Microsoft 365 services in Dublin. Join a leading law firm in Ireland's IT operations team.
Technical Support Analyst I delivering high - quality technical assistance and support to customers. Troubleshooting, training, and product support for internal and external users.