Support Engineer UK

As a Support Engineer at IFS Ultimo, you will be the first point of contact for our customers, partners, and colleagues, ensuring that software-related queries and issues are resolved efficiently. Your customer-focused mindset and problem-solving approach will contribute to high customer satisfaction, making a real impact in a dynamic B2B support environment.

About IFS Ultimo

At IFS Ultimo, we are more than just a workplace; we offer a vibrant team environment to 300+ innovative thinkers dedicated to making an impact. Here, you'll collaborate with a diverse, talented team that prioritises growth and continuous learning. We are committed to the professional development and personal well-being of our employees, offering tailored learning paths, flexible working arrangements, and a supportive, inclusive culture that celebrates diverse perspectives.

With us, you’ll have the opportunity to shape the future of EAM (Enterprise Asset Management) technology. Whether you're supporting our clients' journey or contributing innovative ideas to our solutions, every team member plays a role in our mission to empower asset owners and technicians worldwide. Our culture thrives on mutual respect, decisiveness, and the drive to achieve results, all while fostering adaptability and creative problem-solving.

The Position:

IFS Ultimo is in a phase of rapid international growth, and we are looking for an enthusiastic Support Engineer (B2B) to strengthen our English-speaking support team. In this role, you will be responsible for addressing customer enquiries and resolving software-related issues with a focus on excellent service and high-quality support.

Key Responsibilities:

• Respond to customer queries via phone, Teams, and our support portal.

• Register incidents, track progress, and document solutions accurately.

• Troubleshoot technical and functional issues, prioritising effectively.

• Identify potential upsell opportunities, such as configuration requests, and process them accordingly.

• Escalate complex issues and bugs to the development team with a structured handover.

• Monitor customer satisfaction through acceptance scores and follow up proactively on low scores.

• Contribute to continuous improvements in customer support processes.

Job Requirements:

• 1-2 years of experience in an (IT) service role.

• Affinity with IT and a strong motivation to develop expertise in supporting Ultimo software.

• Experience with SQL and XML is a plus.

• Excellent written and spoken Dutch and English skills.

• Level 3 diploma in IT Helpdesk, IT Services, or a related field.

What We Offer:

• Permanent Contract & Competitive Salary aligned with market standards, including an 8% holiday allowance.

• Bonus Incentive Scheme based on company and individual performance.

• Hybrid Working Model allowing flexibility between remote work and office presence.

• Career Development Opportunities with tailored learning paths and leadership exposure.

• 25 Vacation Days with the option to purchase an additional 5 days.

• Pension Scheme (50/50 Contribution).

• Fixed Monthly Allowances for phone, home office, and internet expenses.

• Corporate Social Responsibility (CSR) Day for voluntary work.