Main Areas of Responsibility:

  • Develop an in-depth knowledge of GFS software products, carrier and e-commerce integrations and interfaces, where support is being delivered by the product support team.
  • Provide Second-Line level support to customers and stakeholders on GFS software products, and interfaces with third-party products, systems, processes.
  • Ensure incoming issues, requests, escalations are monitored, reacted to, and progressed within agreed service level timeframes.
  • Work both independently and as part of a team to troubleshoot and resolve primarily P1 (priority 1) issues as defined by GFS standard operating processes.
  • Diagnose; troubleshoot; create, test, and apply solutions to issues and problems raised via internal and external customers.
  • Manage the resolution of issues escalated outside of the support team.
  • Participate in ‘one-time’ and upgrade work on systems and processes resulting from the evolving wants, needs, demands of our stakeholders, systems, processes.
  • Work with internal and external customers to give advice, answer questions, propose changes, that add value for the customer.
  • Work with support team colleagues to improve the support service delivered to customers.
  • Identify opportunities to reduce the quantity of trouble tickets and requests being generated.
  • Make recommendations for improvements to the effectiveness and efficiency of support operations.

Education and Experience


  • Track record in successfully delivering IT, desktop, or product support at the level of Second Line or beyond
  • Demonstrable knowledge of generic support processes, methods, procedures, and ticketing system use
  • Proven ability to take charge of personal and professional development to build knowledge of systems, processes, support tools required to deliver support to customers

Personal Attributes:

  • Self-motivated with the ability to prioritise, organise, meet deadlines, and manage changing and conflicting priorities effectively
  • Confident in taking ownership of urgent, priority issues, the timely resolution of which is critical to the customer’s business.
  • Natural trouble-solver who is curious in getting to the root cause of problems.
  • Enjoys finding solutions and work arounds.
  • Comfortable working alone or as part of a sub-team where circumstances dictate, whilst retaining a team-player attitude.
  • Genuinely interested in developing a career in product support as opposed to traditional IT service desk or desktop support.
  • Able to effectively work remotely, using technology to communicate and collaborate with colleagues and customers.

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