IT Support 1st and 2nd Line

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About us

Paloma Systems is a long established software company based in Brighton. We are looking for an experienced Front Line Support Officer to join our team. Providing support to a range of clients, with a range of technical abilities, you will be able to quickly assess support need and level required.

The role

Working with the wider team, you will build your knowledge of the systems in order to better deal with support needs in the future. You will also be able to make direct contribution to the evolution of the software by proposing change and development, based on client feedback.

Main Duties and Responsibilities

  • To provide first line support for Paloma clients
  • To maintain Paloma applications by: liaising with clients and their technical staff; providing troubleshooting, remote assistance and training; administering hosted SQL databases; assisting with testing new releases and changes
  • To resolve technical issues by: triage of issues to determine priority and severity; promoting to other team members where required; maintaining communications both internally and externally
  • To assist in the evolution of Paloma products by bringing forward suggestions for improvement
  • To install and configure web applications
  • Identify and escalate any potential complaints to Paloma Systems management
  • Maintain and develop technical knowledge in line with product development
  • To help produce and maintain appropriate logs, statistics, reports, checklists, and other documentation as necessary
  • Other ancillary duties as set out in the Employees Handbook
  • Any other work that either Paloma management or line manager deems appropriate to the role

Essential Technical Skills
• Good computer literacy skills
• SQL (Microsoft T-SQL)
• Good knowledge and MS Office suite of applications

Desirable Technical Skills
• Linux
• MS Access
• Windows Server

Non-Technical Skills
• Works well in a team, and actively takes part in teamwork.
• Strong problem-solving skills
• Ability to multi-task in a fast-paced environment
• Effective communication skills
• Experience in client-facing roles
• DBS Compliance


• Competitive salary
• Working outside core office hours when required. Any time worked can be taken in lieu with agreement from management.
• Hybrid working, predominantly remote working from home.
• Computer Equipment provided.

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