L1 Support Engineer

Wroclaw, Poland

About us

At Aptitude Software we provide software solutions that create a world of financial confidence.

We uniquely combine deep finance expertise and IP rich technology to enable finance professionals to run their global businesses, forecast decision outcomes and comply with complex regulations.

We are proud to have served the offices of finance for over 20 years, delivering financial control and insights to empower our clients achieve their strategies and ambitions. Aptitude Software supports businesses with combined revenues approaching $1 trillion and over 500 million end customers.

Headquartered in London, Aptitude Software is an operating company of Aptitude Software Group plc. ​


What you’ll do

  • A L1 Support Engineer will provide First Line Support (FLS) to global clients, Partners and implementation teams.
  • This is a client-focused role, which involves logging calls and ensuring they progress to completion whilst keeping clients consistently updated.
  • The role requires that FLS processes are followed and that client Service Level Agreements are met to maintain the reputation of Aptitude Software.
  • A L1 Support Engineer should work methodically to ensure that issues and requests are correctly categorised and prioritised. Responsibility should be taken for assigned tickets from inception to resolution.
  • Additional responsibilities include packaging software releases and licence keys and keeping known issues up to date in the Support Team Knowledgebase.
  • A key part of the role will be to help L2 Support Engineers resolve issues while proactively continue personal development and be driven to consistently deliver value outcomes for Aptitude Software.

What we’re looking for

The ideal candidate will have the following skills, attributes & experience:

  • Educated to at least Bachelor’s degree (graduates also welcome)
  • Has an analytical mind-set.
  • Can demonstrate customer-focussed/customer service skills.
  • Is a problem-solver.
  • Possess excellent interpersonal skills
  • Good English skills, min. B2.
  • Is resourceful and self-motivated.
  • Some experience with relational databases.
  • Knowledge of Unix/Linux operating systems and tools,
  • Knowledge of programming languages or some programming experience would be advantageous.

Problem Solving and Client Service:

  • Can communicate in a concise and timely manner to support requests from clients, partners, and consultants.
  • Has tenacity in owning assigned calls through to resolution.
  • Can proactively obtain required information from clients.
  • Can prepare accurate and repeatable client reports,
  • Is able to assist with the operation, maintenance, and monitoring of Aptitude cloud services controls for software implementation, support and client communication, in order to meet client/user commitments and system requirements for system security and availability.
  • Is able to effectively apply technical skills to find the root cause of the issue,
  • Can identify known issues and document for the whole support team.

Availability and work shifts:

  • Shift work to cover different shifts including day (10:00-18:00) and night shifts (18:00-02:00 or 02:00-10:00),
  • Cover on weekends may be required (min. 1 weekend per month) as well as on public holidays.

What you’ll get

  • Competitive Salary
  • Profit related bonus
  • Ability to purchase company shares on preferential terms
  • Private healthcare (for employee and family)
  • Life and disability insurance
  • Social Fund (multisport card, gift card for Christmas & Easter)
  • English lessons during working hours
  • Training budget
  • Chillout room, board games, PS4
  • Fresh fruits, tea and coffee
  • Work from home options
  • Social Committee activities

How to apply

Please click on the ‘Apply now’ button below and include your CV and any other relevant information that will help us get to know you better.

L1 Support Engineer

Wroclaw, Poland

Apply now