Company: Wood
Skills: IT - Software Development
Education: High School/Secondary
Location: Aberdeen, Scotland, United Kingdom


Overview / Responsibilities

Wood is looking to recruit a Software Support Administrator to join the team based in Aberdeen.

The primary function of this role is to provide support to clients using the GoTechnology platform of online Completions and Commissioning Management Software within Wood Commissioning Services . Aswell as providing support with documentation to the Support team and liaising with the GoTechnology team to represent clinets needs.

Key responsibilities:

  • Categorising and closing out cases as stated within client Service Level Agreements (SLAs) and as advised by the Team Lead.
  • Creating and managing user access and training for GoTechnology products.
  • Assessing queries, gathering data, investigating and resolving software queries.
  • Investigate software issues and communicate the solution to clients or the steps in investigations to Developers.
  • Provide easily understood and informative updates to clients, within the department and wider company.
  • Write concise, informative, accurate records of support queries from start to finish including any information gathered outside of the case.
  • Escalate potential issues in a clear, coherent written form to the Support Lead.
  • Monitoring the Case Management System for updates to both your cases and the general caseload.
  • Monitoring other information channels so that you are up to date with the current state of play within the team.
  • Providing Client Reports
  • Ensure all user queries are dealt with according to our SLAs.
  • Proactively involved in their own and the Support Team's drive for continuous improvement.
  • Assist Support Team Lead and Product Owner where necessary.
  • Prioritise and schedule project set ups.
  • Manage own knowledge base.
  • Maintain all documentation and ensure it is kept up to date.


Skills / Qualifications

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

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.
  • Demonstrates commitment to Wood and client Core Values.


Company Overview

Wood is a global leader in engineering and consultancy across energy and the built environment, helping to unlock solutions to some of the world's most critical challenges. We provide consulting, projects and operations solutions in more than 60 countries, employing around 40,000 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.

Wood is a global leader in consulting and engineering across energy and the built environment, helping to unlock solutions to some of the world’s most critical challenges. We provide consulting, projects and operations solutions in more than 60 countries, employing around 40,000 people. At Wood our common purpose is to ‘unlock solutions to the world’s most critical challenges.’ Through the delivery of our Consulting, Project and Operations solutions across energy and the built environment we deliver exceptional returns for our clients, our people, our investors and the communities where we live and work. Visit us at  www.woodplc.com and follow us on Facebook and LinkedIn.