icn icn

Systems Support Lead

Be part of something amazing.

Systems Support Lead

Posted on: October 6, 2021

Contract type: Full Time

Location: Skopje, Macedonia

Systems Support Lead

Job description

Headquartered in Brighton, Sopro provide sophisticated digital marketing services to hundreds of businesses, from innovative start-ups to sector leaders and global brands.

We have spent six years redefining B2B demand generation techniques and proving that there are more predictable, higher quality ways to harness technology to create demand.

Voted Tech Company of the Year by Campaign Magazine, and Best Place to Work in the UK Business Awards 2021, we’ve been busy collecting awards for our people, service, technology, and business results.  With >100% revenue and headcount growth 6 years running we are proud to be one of the UK’s fastest growing digital marketing agencies.

Sopro is part of the Sopro Holdings group.

The role

As the escalation point for systems support queries, you will work closely with various different departments on one hand and our tech team on the other hand, to understand and resolve technical/systems issues and identifying solutions in a prompt and professional manner.

Looking to join us?

See what a career path with us would look like...

Key responsibilities
  • Act as a first point of contact for those seeking systems assistance (Sodastream, ASLAN, Toolset, Client Portal, WP and others) via the official channels of communication (email, Microsoft Teams, face to face etc)
  • Create tickets in the ticketing system with detailed description of the issues at hand
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and information provided, talking the end user through the required steps to resolution
  • Act as gatekeeper, determining the need to escalate and/or direct unresolved issues to the next level of support, as required
  • Act as an issue owner, guiding all the involved parties throughout the defined systems support process and ensure any recurring systems issues are addressed and any training or user guide documentation requirements are identified and implemented
  • Work to agreed service level agreements for incidents, requests and problems
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately
  • Work with the Project Managers to identify trends of requests and to share recommendations for improvements.
  • Maintain a strong internal customer focus at all times
  • Regularly reporting about the number of tickets, state, priorities
  • All work will be in the English language, so we are looking for candidates with exceptional written and spoken English
  • Ideally, you will have a background in troubleshooting, problem solving and gatekeeping escalation of issues, previous experience within a technical environment is considered advantageous
  • You will have excellent communication skills, ability to present the solutions clearly and effectively and also describe the issue in case it should be transferred to the next level of support. You will have positive attitude, great self-control, and patience.
  • As creative thinker, you will possess sharp analytical and problem-solving skills and will love nothing more than diagnostics and finding solutions
  • Knowledge in SQL and exporting data is desirable
  • You will have ruthless prioritisation of workload and time management skills Your will be keen to continuously improve your knowledge and understanding of the various systems, software and hardware technologies supported by the team
The package

At Sopro we invest in our people – they are what makes our company great and we work hard to make sure that everyone feels like a valued member of the team. Some of the perks we offer:

  • Competitive salary
  • Private Healthcare Insurance
  • Extended annual leave
  • Excellent central Skopje office location (full of great people)
  • Regular social events
  • Open door policy to all levels of management – everyone’s ideas are listened to and in a lot of cases, implemented.

Think you're the person for this role?
Apply below and someone will be in contact soon.