Software Support Administrator

Wood is looking to recruit a Software Support Administrator to join the team based in Aberdeen. 

The primary function of this role is to provide support to clients using the GoTechnology platform of online Completions and Commissioning Management Software within Wood Commissioning Services. Aswell as providing support with documentation to the Support team and liaising with the GoTechnology team to represent clinets needs. 

Key Responsibilities:

• Provide top level customer service in a timely, efficient manner.
• Act as the first point of contact for clients - the primary purpose of the role is to categorise cases, create and update user access and provide administrative support to the Support Team.

Detailed Responsibilities:

• Creating and managing user access and training for GoTechnology products.
• Maintain all documentation and ensure it is kept up to date.
• Categorising and closing out cases as stated within client Service Level Agreements (SLAs) and as advised by the Team Lead.
• Assessing queries, gathering data, investigating and resolving minor software queries.
• Provide easily understood and informative updates to clients, within the department and wider company.
• Write concise, informative, accurate records of support queries from start to finish including any information gathered outside of the case.
• Escalate potential issues in a clear, coherent written form to the Support Lead.
• Monitoring the Case Management System for updates to both your cases and the general caseload.
• Monitoring other information channels so that you are up to date with the current state of play within the team.
• Providing Client Reports.
• Ensure all user queries are dealt with according to our SLAs.
• Proactively involved in their own and the Support Team’s drive for continuous improvement.
• Assist Support Team Leads where necessary.
• Manage own knowledge base.

• Preferred Qualifications:

  • HNC in IT/Computing.

   

  Preferred Technical Skills:

  • Some experience of SQL Server Management Studio and ability to write simple SQL queries to produce reporting data would be advantageous.

  Experience:

  • Experience in a software support environment and of supporting web-based systems is preferred but not essential.
  • Proven background in administration will be an advantage.

  Skills/Competencies Required:

• Excellent communication skills.
• Ability to be a proactive, collaborative team player.
• Ability to write technically and clearly in plain English.
• Attention to Detail.
• Logical, creative thinker with great problem-solving abilities.
• Excellent knowledge of Microsoft Office Tools.
• Ability to self-manage and prioritise tasks in a fast-paced environment.
• Has a keen interest in technology and a willingness to learn.
• Demonstrates commitment to Wood and client Core Values.

Wood is a global leader in engineering and consultancy across energy and the built environment, helping to unlock solutions to some of the world’s most critical challenges. We provide consulting, projects and operations solutions in more than 60 countries, employing around 40,000 people. www.woodplc.com