Supporting a UK-wide network of over 5,000 local, expert technology providers, Giacom makes it really simple for technology resellers and MSPs to access everything they need to create brilliant technology solutions for UK businesses. Giacom’s market-leading platform, Cloud Market, provides one place where partners can procure and manage comms, cloud, hardware and IT products and services, from the world’s leading vendors and service providers. The Software Support Engineer plays a key role in delivering exceptional customer service to our partners by providing timely, effective, and knowledgeable technical and procedural assistance. This role is responsible for managing and resolving support cases submitted through Zendesk, as well as via phone, email, and live chat. Acting as the first point of contact for partners, the Software Support Engineer ensures that software related issues are accurately diagnosed, resolved, or escalated to the appropriate team maintaining a high standard of communication and professionalism throughout. What you'll be doing Act as a trusted representative of the Support team promoting collaboration and knowledge sharing across the business. Provide timely and effective technical and procedural support to partners through Zendesk, phones, emails, and live chat channels. Take ownership of support cases ensuring accurate diagnosis, resolution, or escalation within agreed SLA’s (Service Level Agreements) Maintain strong and professional communication with partners to ensure a positive and consistent support experience. Skills, Qualifications, and Experience Strong understanding of SQL. Including writing and troubleshooting queries. Experience using Microsoft SQL Server Management Studio (SSMS). Proven ability to diagnose and resolve software and system issues. Excellent Communication skills with the ability to explain technical information clearly to both technical and non technical users. Must be able to prioritise and manage multiple incidents or requests in a fast paced setting. What's in it for you? Investment in your future career with a variety of learning and development opportunities. No dress code - embrace the freedom to bring your whole self to work. 25 days annual leave, plus bank holidays. You'll even get your birthday off, too! A pension plan for your future. Complimentary refreshments in all our offices. For a comprehensive list of all our benefits, click here. Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation