Support Administrator

Overview / Responsibilities

Wood is currently recruiting for a Support Administrator to work with our Commissioning Services software team in Aberdeen. This is a fantastic opportunity to support a market leading software solution.

You will provide support to clients using the GoTechnology platform of online Completions and Commissioning Management Software within Wood Commissioning Services. In addition, you will liaise with the Digital and Technology’s GoTechnology team to represent clients’ needs.

Join a culture of innovation, pushing the boundaries of what is possible to seek the best solutions for our clients.

The Role

To provide support to clients using the GoTechnology platform of online Completions and Commissioning Management Software within Wood Commissioning Services. Liaise with the Service Delivery Centre’s GoTechnology team to represent clients’ needs

Key Responsibilities & Detailed responsibilities -

• Provide top level customer service in a timely, efficient manner and within our SLAs
• Act as the first point of contact for clients the primary purpose of the role is to categorise cases, create and update user access, assist with investigating and resolving queries and escalate potential software issues where necessary.
• Provide administrative support to the Support Team Detailed Responsibilities
• Daily handling of support cases – categorising, prioritising and answering ‘how do I’ queries
• Creating and managing user access and training for GoTechnology
• Monitoring the Case Management System for updates to both your cases and the general caseload
• Assist Support Analyst with assessing queries, gathering data, investigating and resolving basic software queries
• Ensure all user queries are dealt with according to our SLAs
• Write concise, informative accurate records of support queries from start to finish, including any information gathered outside of the case
• Perform UAT of software issues
• Escalate potential issues in a clear, coherent written form to Lead
• Co-ordinate client reporting – training, user groups and MSA case reporting
• Monitoring other information channels so that you are up to date with the current state of play within the team
• Proactively manage, prioritise and schedule own backlog tasks
• Manage own knowledge base
• Maintain all documentation and ensure it is kept up to date

What we can offer

• Meaningful and interesting projects delivered to leaders of industry across renewables and emerging energy sectors
• Flexible working arrangements that balance client, team and individual needs offering hybrid and remote working where relevant
• Commitment to Diversity and Inclusion; we are an organisation actively committed to diversity and inclusion across our business
• Competitive salary with regular salary reviews to ensure we are rewarding at the right level in line with the market
• Flexible benefits package; inclusive of 33 days annual leave (including public holidays), generous contributory pension scheme, private medical cover, 4x base salary life insurance; all of these and more that can be adapted to suit your own lifestyle
• Commitment to continued professional development; development plans that are tailored to your individual needs and interests
• Global connections; join experts around the world who are at the leading edge of our industry, shaping the standards of our profession

If all of this sounds good to you, review the typical responsibilities of the role and the requirements of the position below, then follow the link to apply and start your journey with Wood.

Skills / Qualifications

Skills And Qualifications

You may read these details and are potentially thinking about not applying due to not having every single skill, knowledge or experience listed, and that’s understandable. However, we’d still like to hear from you..  At Wood, we understand and acknowledge that everyone is different, and we are committed to equal opportunities and want to access all of the talent that is out there.  We are committed to attracting a broad range of skills, knowledge and experiences and embrace differences.  So even if you feel you don’t have everything listed, but feel you have some of the experience, knowledge or skills to help us unlock solutions to the world’s most critical challenges….do apply.

Preferred Qualifications:

• HNC in IT/Computing.

Preferred Technical Skills:

• Some experience of SQL Server Management Studio and understanding of database table design.
• Ability to write simple SQL queries to produce reporting data.
• Understanding of APIs: what they are and how they are used.
• Experience using Postman (or similar tools) to interact with an API.
• Experience of MS Azure Application Insights and querying Azure logs to analyse issues.
• Analysing User and Session information to understand how users use the software

Experience:

• Experience in a software support environment and of supporting web-based systems is preferred but not essential.

Skills/Competencies Required:

• • Excellent communication skills.
  • Ability to write technically and clearly in plain English.
  • Attention to Detail.
  • Logical, creative thinker with great problem solving abilities.
  • Ability to be a proactive, collaborative team player.
  • Ability to self-manage and prioritise tasks in a fast paced environment.
  • Competency with SQL, APIs and server maintenance.
  • Has a keen interest in technology and a willingness to learn.
  • Good knowledge of Microsoft Office Tools.

Company Overview

Wood is a global leader in consulting and engineering, helping to unlock solutions to critical challenges in energy and materials markets. We provide consulting, projects and operations solutions in 60 countries, employing around 35,000 people. www.woodplc.com

Diversity Statement

We are an equal opportunity employer that recognises the value of a diverse workforce. All suitably qualified applicants will receive consideration for employment on the basis of objective criteria and without regard to the following (which is a non-exhaustive list): race, colour, age, religion, gender, national origin, disability, sexual orientation, gender identity, protected veteran status, or other characteristics in accordance with the relevant governing laws.