IT Support

🚀 We’re Hiring a Technical Support Analyst at Axiell Are you passionate about delivering exceptional customer support in a technical environment? Do you enjoy solving problems, building relationships, and working with a wide range of technologies? If so, Axiell is looking for you! About the Role As a Technical Support Analyst, you will play a key role in supporting our Axiell ALM product suite—helping customers resolve issues, understand system functionality, and get the most from our solutions. You’ll work closely with customers, development teams, and colleagues across the business to ensure outstanding service delivery. What You’ll Do Provide high-quality support for Axiell products and third-party applications within SLA targets. Analyse, document, and demonstrate software bugs, including impact assessments for development. Identify enhancement requests and ensure they are clearly recorded. Spot opportunities for additional products or services and share them with our sales team. Build and maintain strong, trust-based customer relationships. Manage and own support tickets from start to finish, ensuring clear communication and timely updates. Monitor and respond to Hornbill service desk tickets, escalating when appropriate. Deliver excellent customer communication via email, phone, and face-to-face interactions. Prioritise workload effectively in a fast-paced, customer-driven environment. What You Bring At least 2 years’ experience in a demanding service-based or technical support environment. Experience with ITIL-based ticket management systems. Strong communication skills and a calm, structured approach to problem solving. Ability to work independently as well as collaboratively within a team. Customer-focused mindset with empathy and professionalism. Excellent organisational skills and ability to meet deadlines. Proficiency in English. Technical Skills RDBMS & SQL scripting UNIX/Windows server and desktop administration Perl, C++, Bash scripting Crystal Reports Apache, PHP JavaScript XML, XSLT Desirable ITIL Foundation certification Technical qualifications (e.g., BTEC, Degree) Experience or interest in libraries, archives, or museums Knowledge of German If you’re a motivated problem-solver who loves helping customers succeed and join a team that makes a difference in the world of knowledge, culture, and information management! Please note that our recruitment process might take a little longer than usual due to the holiday season—but don’t let that stop you. Send in your application today and start the new year with an exciting opportunity! !