System Support Specialist

We have an exciting opportunity for a talented, creative and experienced system support specialist to join our busy delivery team based in Darlington. This is ideally suited to an individual who possess excellent communication skills, is an analytical thinker who can engage at all levels. We are one big team working together promoting smarter and sustainable travel. The team strives to share the very best schemes, ideas and knowledge to support growing active journeys in the UK, having some fun along the way. This is a not-for-profit membership organisation the exists to increase levels of active and sustainable travel in business, education and community settings.

The postholder will be providing support, training and guidance to system users including by telephone, email and online support. Working to ensure the system is running efficiently by resolving or escalating system issues and managing a systems issues log. Developing and maintaining system documentation, user guides and resources. We invite applications from candidates with demonstrable experience of working within the System Support field and have experience of development and maintenance of IT systems, writing reports to enable the provision of management data and data analysis.

Candidates must be approachable, friendly and able to communicate effectively, customer focussed and have the ability to adapt and work within a variety of situations.

The role will be based in the Darlington office for a minimum of 50% with remote working arrangements for the remainder. This is a fulltime role (37.5 hours per week) with core operational hours between 8am and 6pm. This is a Fixed term role until 31st March 2025 (potential for extension subject to funding)

Salary range is drive by experience 28-36,000 per annum.

Key Areas of Responsibility :

• Providing first line support to system users
• Basic systems training and telephone support to licence holders
• Maintain technical user guides, documents and resources
• Providing second line support (in depth technical) resolving and escalating system issues and managing the issues log
• Undertaking some level three support by liaising with suppliers where necessary to resolve issues and attend routine supplier meetings
• Work on the building and testing of system changes using the EIM no-code software platform
• Identify opportunities to improve processes and systems
• Sg=hare progress updates and seek input from peers, Board members and non-Executive members