Job Description:

Software Support Officer



To £20k, depending on experience – training provided

The Role:

FHG Software are looking for someone to provide first and second line support for our bespoke business management systems and related software, which includes mobile applications, web-based and tablet-based solutions. The successful applicant will be a quick learner, adept at problem solving, and enjoy interacting with both customers and colleagues

Primary Responsibilities include;

  • Answering the support telephone line
  • Providing initial response to all requests for support, either by phone or email
  • Where possible, resolving support requests
  • Where support requests cannot be resolved, forwarding issues to the development team with appropriate information about each issue.
  • Recording and analysing support usage details
  • Sending software updates to customers as required

Secondary Responsibilities;

  • Monitor and review technical support performance to identify areas for improvement
  • Software testing – ensure that modifications to customer systems work as intended

The Person:


  • Good inter-personal skills – must enjoy dealing with people
  • Ability to organise and prioritise workload effectively
  • Able to communicate effectively both verbally and in writing
  • Familiar with current versions of Microsoft Windows and Windows Server
  • Basic understanding of computer networking
  • Basic understanding of concepts such as SMTP, MAPI, JSON, SQL
  • Familiar with remote support tools, e.g. Team Viewer, RDP


  • Interest in or experience of computer programming, databases and/or web development
  • Previous experience of software support

Normal working hours 9am – 5pm, Monday to Friday, with 1 hour lunch break. Holiday entitlement 20 days per annum, plus bank holidays

By applying for this role, your details will be sent to the Ortolan Group, who are acting as consultants for the hiring company. The Ortolan Group are engaged to review applications and to forward on those that match the requirements of the role.We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible.

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