What You'll Be Doing 

• Be the trusted point of contact for customers via phone, email, and self-service portal 

• Provide 1st and 2nd line support, resolve escalations, and help drive timely issue resolution 

• Perform root cause analysis and raise enhancement requests to improve customer experience 

• Execute server maintenance, SaaS deployments, and upgrades.  

• Support TechOps projects (e.g., Disaster Recovery, SQL upgrades) and liaise with third-party suppliers on technical issues.  

• Maintain knowledge base articles and documentation that empower both users and your team 

• Participate in daily stand-ups, contribute ideas, and support junior colleagues 

What We're Looking For 

• Experience in customer-facing IT support (both 1st and 2nd line) 

• Strong understanding of IT Service Management (ITSM) platforms 

• Excellent problem-solving and communication skills — you’ll be confident talking to users and writing clear solutions 

• Apache Tomcat (server admin, deployment).  

• Microsoft SQL Server (basic queries).   

• Knowledge of SSRS/SSIS a plus. 

• SaaS application support. 

• Calm under pressure and always professional in approach 

• Comfortable with Microsoft 365 and standard service desk tools 

• ITIL Foundation certification and a degree (2:2 or above) in a relevant field 

Why Join Us? 

• Be part of a collaborative, forward-thinking team that takes pride in its work 

• Make a real impact in a growing organisation where your voice is heard 

• Take advantage of career progression opportunities — we’re serious about developing our people 

• Enjoy a hybrid working model that supports work-life balance 

• Contribute to an environment where innovation is encouraged, and ideas become solutions 

Role Details 

• Location: Epsom / Hybrid 

• Hours: 37.5 per week, Monday–Friday (rota covering 08:30–17:30) 

• Reporting to: Technical Operations Manager 

• Salary: £28,000–£30,000