Point of Rental Software

About the Company

Point of Rental Software provides smart, scalable rental and inventory management software to over 5,000 business locations of all sizes and industries. With offices in the UK, USA, Canada, South Africa, and Australia, Point of Rental offers the global rental and hire industry unparalleled customer support and award-winning products designed to streamline operations. To learn which product is right for your business, visit pointofrental.com or email sales@pointofrental.com.

If you're a talented developer (of software, people, or relationships), we want you on our team! Check out our current job opportunities: https://www.point-of-rental.com/company/employment-opportunities/

Listed Jobs

Company Name

Point of Rental Software

Job Title

Software Support Technician Tier 1

Job Description

Job Title Software Support Technician Tier 1 Role Summary Deliver 1st‑line application and business support to external customers. Resolve issues via phone and email, log and manage tickets in the Salesforce CRM, and maintain accurate, timely updates. Identify improvement opportunities, document knowledge base content, and support testing of new releases. Progression to 2nd‑line support is a potential career path. Expectations - Provide high‑quality, customer‑centric service in English; German language skills are a plus. - Demonstrate fast learning, strong problem‑solving and troubleshooting under pressure. - Maintain focus on detailed documentation and adherence to established procedures and SLAs. - Exhibit proactive identification of trends, escalation of critical issues, and contribution to process improvement. Key Responsibilities - Handle incoming support calls and emails, logging incidents accurately in Salesforce. - Prioritise tickets, perform root‑cause analysis, and execute resolution steps within SLA limits. - Update ticket status, record time spent, and document actions taken for future reference. - Escalate unresolved or high‑impact issues to higher‑level support or management. - Identify patterns and report trends to improve product or process quality. - Contribute to development of knowledge‑base articles and customer fact sheets. - Participate in testing of new software releases and provide feedback. - Follow daily procedures, maintain system updates, and support continuous improvement initiatives. Required Skills - Fluent in English; German language skills desirable. - Prior 1st‑line or server support experience. - Knowledge of SQL Server (2003/2008), T‑SQL basics, and terminal services (RDP). - Proficient with Windows Server and client operating systems, Windows networking (TCP/IP, DNS, DHCP, firewalls). - Experience with Windows server shares, permissions, and IIS (advantageous). - Strong analytical and problem‑solving abilities; patient troubleshooting mindset. - Excellent communication, customer‑service, and detail orientation. - Ability to follow procedures, document accurately, and collaborate across teams. Required Education & Certifications - High‑school diploma or equivalent (mandatory). - IT‑related diploma or relevant certifications preferred (e.g., Microsoft Certified: Windows Server, SQL Server, CCNA, or equivalent). - No specific degree required; demonstrated technical skills and certifications are accepted.

Reading, United kingdom

Hybrid

09-12-2025