Connecting Linkedin...

Banner Default Image

2nd Line Support Officer

  • Location


  • Sector:


  • Contract Type:


  • Salary:


  • Job Reference:


  • Published:

    9 days ago

  • Expiry:


  • Client Details:


Dear Candidate, kindly note that this role is not managed by Castille. The Client is responsible to manage the application process.

We are Ascent. We’re on a mission to help our customers connect data, software and purpose to create extraordinary outcomes. You could say we are a digital transformation business. But we’d rather say we help people solve problems, or do new things, or do existing things better.

We specialise in software product development, analytics and data science, IoT solutions, machine learning, DevOps optimisation and modernisation of applications, data and platforms. And in case you were wondering, our customers are awesome. From smart home devices, space exploration and beer to manufacturing, finance, ecology and logistics - we work with some of the sharpest minds in the brightest businesses.

Ascent is UK based with specialist hubs in Malta and Bulgaria and smaller local teams in 14 countries worldwide. We’re a 250+ strong team that’s growing – fast – in a vibrant market and we are continuously looking for new talent and perspectives. And right now we’re looking for an experienced 2nd Line Software Support Officer to help our customers define and deliver success.


On a day to day basis, our team provides IT support and troubleshooting via telephone, email, ticketing system and remote support for our bespoke software solutions. We work with a number of local and international clients in various sectors, such as postal and logistics, transport engineering, insurance, forex trading and health, amongst others.

Our team is responsible for delivering high level customer service to a wide range of users, including those with minimal IT knowledge. They follow in depth diagnoses of issues and work in close contact with our development team as an escalation point. As part of our company-wide knowledge culture, the team also populate and maintain the existing knowledge base.


In this role, you will apply your expertise across a set of interesting customers, diverse sectors and complex challenges. This is an opportunity to develop your career in an ambitious, modern business that is committed to delivering measurable customer impact with leading edge tech.

Successful candidates will be:

  • Equally technology and people oriented

  • Fluent in English and Maltese

  • Experienced in SQL

  • Perseverant when there are challenging incidents and can work autonomously

  • Organised, and be prioritizisation and multitasking experts

  • Have excellent problem solving and analytical abilities

  • Holding a national diploma or degree in IT

  • Be able to work flexible hours due to clients working in different time zones and open to the possibility of work-related travel

  • Experienced in administering applications such as MS SharePoint and/or Dynamics CRM (considered an asset not a must)