Trace Solutions Ltd
Technical Analyst
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Role Overview
Working for a dynamic software house with a well-known presence in property management solutions, the successful candidate will take ownership of 3rd line support and installation of bespoke software packages, underlying operating systems, and dependent 3rd party software and tools for customers, while also providing in-house technical support to staff.
This is a mid-level role for someone who is already comfortable operating with a good degree of autonomy. You will be trusted to own issues end to end, make judgement calls under pressure, and act as a point of escalation and technical guidance for more junior members of the support function. The role offers exposure to a diverse array of technologies and a genuine opportunity to shape how the team works, contributing directly to the overall success of the Company.
Key Objectives
- Ensure the uninterrupted operation of critical systems and applications.
- Own timely, effective resolution of complex technical issues, escalating only where genuinely necessary.
- Identify and lead improvements to existing processes and workflows.
- Implement changes that enhance efficiency and reduce operational costs.
- Build and maintain strong relationships with internal and external stakeholders.
- Provide technical guidance and informal mentoring to 1st and 2nd line support.
Key Responsibilities
- Own installation of internally developed software, Microsoft SQL Server and associated software dependencies for new customers
- Plan and manage upgrades of existing software installations
- Lead software migrations for existing customers, including planning and risk mitigation
- Act as senior point of contact for 3rd line support issues with software and Microsoft SQL Server
- Liaise with and provide technical guidance to 1st and 2nd line support to resolve customer issues
- Troubleshoot and resolve complex customer issues in respect to:
- Citrix
- Domain
- SQL Server
- VMs
- Take ownership of maintenance for existing cloud-based customers (user updates, password changes, license updates, script application)
- Lead maintenance and administration of VM and infrastructure creation
- Proactively monitor the cloud environment and act on issues before they impact customers
- Own backup and DR administration, maintenance, and testing
- Identify and drive opportunities to streamline processes, reduce inefficiencies and improve workflows
- Administer networks and firewalls as required
- Administer general infrastructure, domain, Citrix and SQL as required
- Design and deliver training for users on a cloud-based environment
- Provide technical support to end-users, addressing issues in a timely and efficient manner
- Oversee checking and monitoring of backups and monitoring tools
- Manage and prioritise the raising, updating and closing of support tickets, ensuring SLAs are met
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Required Personal Skills
- Excellent communication and interpersonal skills, with confidence advising both customers and colleagues
- Ability to work independently and take ownership of problems without close supervision
- Proven track record of delivering results, with a high level of initiative and productivity
- Ability to work under pressure, prioritise competing demands and meet agreed deadlines
- Comfortable acting as an escalation point and offering guidance to less experienced colleagues
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Required Technical Skills
- At least 3-4 years’ technical support experience, ideally in customer focused roles
- Strong experience working with Windows Server and Windows Desktop
- Proven experience using and troubleshooting Microsoft Office
- Solid understanding of Windows domains and Active Directory
- Good working knowledge of networking and associated technologies
- Microsoft SQL Server experience desirable
- Citrix XenApp experience desirable
- Experience administering cloud infrastructure and virtualised environments
Schedule
- Monday to Friday
- Overtime as required
- Ability to commute/relocate
London: reliably commute or plan to relocate before starting work (required)
Experience
- IT support: 3 years (required)
Work Location
Hybrid remote in London (2 days in the office, 3 days working from home)
About Trace Solutions
We are an employee-owned PropTech company that has unparalleled experience in the field of property management solutions.
Based in Clerkenwell in central London, we supply and support around 300 organisations with our well-known TRAMPS, BlueBox, 06ix, Mojo and Estateman products.
With a complement of 60 staff, we're one of the leading innovators in our sector. Our products contain sophisticated tools to automate processes, analyse information, and integrate more effectively with other best-of-breed applications.
In recent years the development of the web-based Mojo brand and web apps that work seamlessly with our existing products has seen growth of the company, and this is expected to increase further over the coming years.
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