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Technical Software Support Analyst


Solihull, United Kingdom

Arup is an independent firm of designers, planners, engineers, consultants and technical specialists offering a broad range of professional services. Through our work, we make a positive difference in the world.

The Technical Software Support role is to provide 1st line support, for a range of technical software products. The post holder will be a member of a global team that will provides 24 hours’ technical software support staff to the Americas, UKMEA, Europe, East Asia & Australasia regions. The role will sit within Technical Software Group (TSG) reporting to Team Lead of the support team.

This role will be part of a global team based in the UK, that will cover 8 hours of the 24 hours’ clock to provide technical software support staff in the Americas, UKMEA, Europe, East Asia & Australasia regions.

We require an individual who has good IT software skills and the ability to triage support calls and take the best action to resolve. A flexible, adaptable approach to dealing with a high volume of calls and changing priorities. Work closely with 2nd line support regional / product experts including vendors in both resolving issues and distributing knowledge. You will have regular contact with internal and external stakeholders, so you must be comfortable communicating with individuals from all levels and ensure high level customer experience throughout.

The role will provide a challenging environment which will suit a candidate who is eager to develop their skills and knowledge in a brand new team.


The post holder will undertake the following tasks:

• Provide 1st line support by managing support requests via ServiceNow for software products such Autodesk, Bentley, ESRI, OASYS, etc

• Ability to communicate effectively with individuals from different discipline backgrounds and various skill levels

• Identify skills or knowledge gaps that need to be addressed

• Overall reporting to the Technical Software Support Team Leader

• Conduct daily handovers of issues / support requests with other support team members

• Knowledge share to increase teams understanding and improve efficiency to answer queries

• Ability to identify when issues need to be escalated to the appropriate team; Vendor Team, regional / product expert and or 2nd line support

• Liaise with vendors, 2nd line support to resolve issues and knowledge gather

• Keep up to date with software support products and supplier changes

• Design and prepare educational aids and materials for training purposes

Requirements and skills

• At least 2+ year’s previous experience as a customer support or technical support environment

• A proven track record to develop technical knowledge and apply new skills in a high paced environment

• Strong analytical, problem solving abilities in providing accurate resolutions to requests

• Ability to work well within a team

• High level of attention to detail

• Good organisational skills

• Ability to prioritise work

• Professional oral and written communication skills; able to adapt their communication style based on the audience

• Strong editorial and quality assurance skills

• Strong technical aptitude and a desire to learn

• Flexible approach to work in order to deal with change

• Passion to learn and share knowledge

• Understanding of ServiceNow or similar IT Service Management systems

• Ideally a knowledge of design application software like Autodesk, GIS and/or Bentley

• ITIL qualified preferably and or good familiarity with IT Service Management Processes

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