Red Top Resources Ltd

Product Support Analyst required for a well established small business specialising in software solutions based in central Newbury (Berks). The role is within the customer support and software testing team, dealing with incoming support enquiries and supplying resolutions - whether from (eventually) personal knowledge of the system and its operation, or reproducing bugs and using the Jira system to assign to development for rectification, then test the fixes. This is not a traditional fast paced customer support role. There is a relatively low volume of enquiries with each enquiry often being complex. An ideal candidate is likely to be someone who has a basic understanding of technology / coding but doesn't want to be a developer and also has the ability and appetite to learn about the product, how it 'hangs together' and enjoy problem solving. The successful candidate will build an understanding of the technical environments, software products, business processes and customer requirements which can lead to opportunities in project management, software development, testing or pre-sales support. Primary tasks include (all are subject to receiving appropriate training): Phone, email and portal based support services Monday to Friday, 09:00 to 17:30, providing timely and accurate responses to customers, partners and third party organisations; Investigate user, technical and administrative issues raised by customers, third parties or colleagues; Liaise with colleagues and third parties as necessary to resolve issues; Write and maintain test plans, and scripts, for ad-hoc testing and for regular repeatable testing of products and bespoke developments. Previous experience of problem solving in a software/application support role will be a distinct advantage. Experience of SQL, Java-based software, automated testing, Google Workspace, or data and IT security would also be beneficial, although not essential. Please note this role requires being on-site in central Newbury 5 days a week. We are also prioritising candidates who are already based within easy commuting distance of central Newbury.

Junior Systems Administrator required for a well established small business specialising in software solutions based in central Newbury (Berks). The role involves monitoring and maintaining an estate of around 70 servers, plus virtual PCs, PCs and Chrome boxes and supporting systems. It requires regular communication with colleagues, customers and suppliers who may have differing levels of technical knowledge. The successful candidate will work closely with an experienced Systems Administrator to maintain customer systems both in a hosted environment and customers own environments. This involves keeping systems updated with latest releases, monitoring, investigating and resolving any reported issues, and testing upgrades. Please note this role requires being on-site in central Newbury 5 days a week. We are prioritising candidates who already live within easy commuting distance of central Newbury. Primary tasks: Remotely monitor the general health of systems and services provided to customers. Review Application, App Server, Database and Operating System (Windows & Linux) logs for issues and unusual occurrences or patterns. Provide timely responses to supported customers on queries relating to systems administration and upgrades. Carry out regular remote administration such as maintaining / synchronising system properties. Test software updates to applications, application server, operating system and database version. Install software updates to internal and customer systems. Carry out routine maintenance such as regular server reboots. Provide on call support out of normal working hours on a rota basis (currently one week in 6). Essential Skills and experience required: A basic understanding of server environments, operating systems and networks. A genuine interest in IT systems, infrastructure and technology. The ability to learn unfamiliar systems, applications and technical concepts quickly. Flexible, happy to roll up your sleeves and get your hands dirty , prepared to assist colleagues and cope with change. Education to A level or equivalent, with excellent IT, English and Maths skills. Ideally you will also have experience of some of the following - which may have been gained through employment, education, personal projects, volunteer work or self-directed learning.: Windows administration Linux administration Hypervisor administration Network administration Server and application monitoring tools, such as Nagios JIRA and Confluence SQL and relational databases Google Workspace Configuration management or automation tools, such as Ansible Scripting using Python Backup, recovery and disaster recovery processes Information security and data protection principles Software testing or technical support Training is provided where required and there are clear opportunities for progression such as taking ownership of systems and activities.