LEAP Wealth

Technical Support Specialist

LEAP Wealth

full-time

Posted on:

Location Type: Hybrid

Location: Leeds • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

FirewallsSQL

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportapplication supportservice deskWindows ServerProgress DatabasesSQL Serverapplication configurationnetworking conceptsintegrationsAPIs
Soft Skills
customer service mindsetwritten communicationverbal communicationproblem-solvingcreativityability to deal with ambiguitymotivationcollaborationclear communicationcontinuous improvement
Certifications
ITIL