Software Support Engineer

Ideal development opportunity for someone who has started their software support career and is looking to take this to the next level with direct hands‑on experience by supporting day‑to‑day operations, stability and continuous improvement of our enterprise systems. Operating as first point of contact for users providing application and database support, completing routine system checks, responding to monitoring alerts, documenting known issues and escalating more complex problems to development, infrastructure or third‑party providers where required. The role participates in out‑of‑hours monitoring rotation. At most this will require availability for one week in two, although typically is one week in three. On‑call means being available to receive alerts, assess the issue and take appropriate action, including resolving, escalating or confirming that no further action is required. Time spent responding to unplanned out‑of‑hours alerts will be managed through agreed upon time off in lieu process.

Key Accountabilities:

• System support and incident management: Respond to application, database and system support queries in a timely and helpful manner. Take ownership of tickets, prioritise work appropriately and keep users informed of progress. Investigate, diagnose and resolve issues where possible, including data, application and configuration problems. Escalate more complex or specialist issues to development, infrastructure or third‑party providers with clear supporting information.
• Monitoring and operational resilience: Complete daily checks of key enterprise systems to confirm that services are operational and performing as expected. Use monitoring tools to identify service outages, failures or performance issues. Respond to system alerts promptly and take appropriate action to restore or protect service. Support the reduction of repeat incidents through practical fixes, clearer processes, documentation or automation.
• Change, testing and release support: Support system improvements, bug fixes and controlled application changes. Assist with testing changes before release, including regression checks and user‑impact assessment where appropriate. Record relevant release information, known issues and operational impacts so that support teams can manage changes effectively.
• Automation and continuous improvement: Identify repetitive support tasks and propose practical ways to reduce manual effort. Where the same issue occurs repeatedly, help determine whether it can be addressed through a fix, monitoring improvement, user guidance, self‑service process or automation. Contribute to improvements that make systems more reliable, easier to support and easier for users to understand.
• Documentation and knowledge management: Document support procedures, system processes, known issues and common resolutions. Keep operational documentation up‑to‑date following system changes, releases or process updates. Maintain clear incident and problem records in the approved service desk application. Produce or maintain simple data, process or workflow diagrams where these help users or support teams understand the system.

Success in this role looks like:

• Users receive clear, timely and practical support.
• Tickets are owned, prioritised, documented and escalated appropriately.
• Routine system checks and alert responses are completed consistently.
• Repeat issues are reduced through fixes, documentation, monitoring improvements or automation.
• Support documentation remains current, accurate and useful.

Background/Experience and Competencies Required:

Essential knowledge and experience: Able to write and interpret SQL queries to investigate data issues, validate records and support incident diagnosis. Experience of application support, service desk processes or technical support in a business environment. Good investigation, problem‑solving and diagnostic skills, with the ability to identify root causes and propose practical next steps. Understanding of applications, databases, interfaces, service desk processes and operational support models. Experience triaging, recording, updating and closing support tickets with clear notes and appropriate prioritisation. Ability to prioritise workload effectively and manage competing support requests.

Desirable knowledge and experience: Additional SQL Server knowledge, including troubleshooting, stored procedures or performance investigation. Exposure to C# or a willingness to develop basic C# skills to support diagnostics, minor fixes or support tooling. Experience supporting systems in a wealth management, financial services or similarly regulated environment. Experience with monitoring tools, automation, scripting or operational reporting.

Personal attributes: Able to absorb, retain and apply new information quickly. Strong drive to learn and improve technical skills, both independently and as part of a team. Organised, self‑motivated and able to work independently when required. Good user relationship skills, with empathy for users and a practical approach to resolving problems. Able to explain technical issues in clear, business‑friendly language. Clear written and verbal communication skills. Good listening and questioning skills, with the ability to get to the root cause of an issue. Maintains clear records of incidents, fixes, workarounds and known issues.

Equal Opportunity Statement: W1M is an equal opportunities employer and in accordance with the rules regarding discrimination in the Equality Act 2010, we welcome applications from all suitably qualified persons.