Technical Support Specialist

Description:

RELEX Solutions is a leading provider of retail optimization software, specializing in demand forecasting and supply chain optimization. Their platform offers tools for improving store space, allocation, workforce, pricing, and promotion strategies. The Technical Support Specialist role focuses primarily on supporting customers within RELEX’s Space & Assortment business, helping to solve time-sensitive issues and ensuring smooth customer service delivery.

The role will involve providing support through service desk tickets, troubleshooting, and resolving a wide range of technical issues across different technologies. The successful candidate will also work closely with RELEX’s global customer base, managing tickets, conducting online meetings, and maintaining strong communication.

Key Responsibilities:

• Take ownership of assigned support tickets and drive resolution.

• Provide structured learning and shadowing, progressing to independent upskilling.

• Work on automated alerts and monitoring for hosted customer environments.

• Solve technical tickets of varying complexity and priority.

• Document known issues and contribute to the knowledge base.

• Engage in daily communication with customers and RELEX teams via phone, email, and online meetings.

Requirements:

• Fluent in written and verbal English.

• Minimum 2 years of experience in Application or Internal IT Support.

• Experience with ticket administration (JIRA preferred, ServiceNow, Fresh Desk, Salesforce, etc.).

• Strong SQL query writing skills for reporting and data investigation.

• Advanced knowledge of Windows Server OS, including Active Directory, Domain Controllers, DNS, etc.

• Familiarity with ITIL best practices for customer support.

• Basic networking knowledge.

• Software troubleshooting and problem-solving abilities.

Preferred Qualifications:

• BSc degree in Business Information Systems, Computer Science, or a related field.

• AWS experience, particularly with S3 and EC2 instances.

• Familiarity with database technologies like MSSQL and MySQL.

• Azure experience with virtual machines and basic Azure-hosted systems.

• Citrix experience with Citrix Workspace.

• Powershell scripting knowledge.

• Experience with Power BI.

• Experience in supporting SaaS solutions.

What RELEX Offers:

• 25 days of annual leave plus 8 bank holidays and additional days for special occasions.

• 6% employer contribution to pension scheme.

• Enhanced maternity/adoption package (12 weeks at 100% pay, 8 weeks at 80% pay, and 8 weeks at 60% pay).

• Comprehensive healthcare support including cancer cover, outpatient care, therapies, and more.

• £100 annual allowance for sports-related activities or equipment.

• Discounted Gym Membership at Fitness First.

• Cycle to Work Scheme.

• Reimbursement for annual eye tests.

• Choice of work laptop (Dell or Mac) and phone (iPhone or Android).

• Yearly development discussions with feedback and career planning.

• Charity Days for volunteer work (up to 2 days).

• Office Dogs policy (furry friends welcome in the London office).