Technical Support Specialist – Leeds | Full-time | Hybrid (3 days in-office, 2 days remote)
About SOS
As part of the LEAP group, our dedication to excellence and customer-focused approach has made us a trusted partner for legal professionals nationwide. Working alongside our team of passionate and driven individuals provides you with the opportunity to grow, develop, and make a meaningful impact in the legal sector.
At SOS our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance - ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs.
The role
As a Technical Support Specialist, you will be the frontline technical expert for our customers, providing high-quality support for our on-premise legal case management software. You will diagnose and resolve software, infrastructure, and configuration issues, working closely with customers, internal development teams, and implementation consultants.
This role is ideal for someone who enjoys problem-solving, has strong technical foundations, and takes pride in helping customers succeed in complex environments.
Requirements
What you'll do
1. Provide 2nd-line (and complex 1st-line) technical support to our clients using our legal case management software, via phone and email correspondence.
2. Actioning inbound and outbound support requests through our ticketing system.
3. Develop in depth knowledge of SOS’s software and systems and collaborate with escalations to the Development team to deliver improved integration services.
4. Troubleshoot application, database, and environment-related issues (Windows servers, networking, integrations, etc.)
5. Investigate and resolve incidents, service requests, and defects within agreed SLAs
6. Analyse logs, databases, and system configurations to identify root causes
7. Escalate defects and complex issues to development teams with clear technical detail
8. Support software upgrades, patches, and customer environments where required
9. Maintain accurate case notes, documentation, and knowledge base articles
10. Communicate clearly and professionally with customers, both technical and non-technical
11. Contribute to continuous improvement of support processes and tooling
12. Support both internal teams and our customers with Helpdesk enquiries.
13. Meeting operational KPIs including: Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR) & Average Handling Time (AHT).
14. Maintaining up-to-date knowledge of SOS’s products and services.
15. Attending all Learning & Development training sessions and completing all related assessments.
16. Communicating promptly, clearly and accurately with customers and internal teams.
What you'll bring
17. Experience in a technical support, application support, or service desk role
18. Strong understanding of on-premise software environments
19. Working knowledge of:
20. Windows Server environments
21. Progress Databases ( Querying, basic performance analysis)
22. Application configuration and troubleshooting
23. Ability to diagnose complex issues and explain solutions clearly
24. Strong customer service mindset with excellent written and verbal communication skills
25. Comfortable working with ticketing systems and support workflows
26. Experience supporting case management, legal, public sector, or enterprise systems
27. Knowledge of:
28. Networking concepts (firewalls, ports, certificates)
29. Integrations and APIs
30. Experience working in regulated or security-sensitive environments
31. ITIL knowledge or experience in structured support environments
32. Strong ability to deal with ambiguity.
33. Strong ability to find creative solutions to situations.
34. Strong communication skills, and an ability to motivate others.
Benefits
What you'll get
On top of a competitive salary, we also offer an excellent benefits package:
35. SOS pays 8% of your qualifying salary into your pension.
36. Private health insurance, including optical and dental.
37. Life insurance cover.
38. Employee Assistance Program.
39. PerkBox membership.
40. 25 days holiday (plus 8 bank holidays).
41. Free light lunch and snacks.
Closing date: Friday, 27th February
We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible
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