Nigel Frank International
1st/2nd Line Support Engineer
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1st / 2nd Line Support Engineer
Newcastle (Hybrid Working) | £Competitive + Excellent Benefits
Our client is a leading UK software provider delivering specialist cloud-based solutions. With a growing customer base, recurring revenue model, and ambitious expansion plans, they are looking to appoint a 1st / 2nd Line Support Engineer to join their established Technical Support team in Newcastle.
This is an excellent opportunity for a customer-focused support professional who enjoys troubleshooting software issues, working directly with customers, and developing their technical skills within a growing SaaS environment.
The Role
As a 1st / 2nd Line Support Engineer, you will be responsible for providing technical support to customers via phone, email, and ticketing systems. You'll investigate software issues, manage support tickets through to resolution, and work closely with internal Product and Engineering teams to deliver an outstanding customer experience.
Key responsibilities include:
- Providing first and second-line support for software-related issues.
- Diagnosing, troubleshooting, and resolving customer incidents and service requests.
- Managing and prioritising your own support queue within agreed SLAs.
- Logging and maintaining accurate records within the ITSM platform.
- Replicating issues and escalating software defects where required.
- Supporting users with software configuration, setup, and best practice guidance.
- Conducting remote support sessions and customer troubleshooting calls.
- Liaising with Development, Product, and third-party partners to resolve complex issues.
- Contributing to internal knowledge base articles and support documentation.
- Delivering a consistently high standard of customer service.
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About You
We're keen to speak with candidates who have experience in a technical support, service desk, or application support environment and who are passionate about delivering exceptional customer service.
You'll ideally have:
- At least 2 years' experience in a 1st/2nd Line Support, Application Support, or Technical Support role.
- Strong troubleshooting and analytical skills.
- Experience using ticketing systems such as ServiceNow, Halo, Zendesk, or similar.
- A good understanding of Microsoft 365 applications.
- Familiarity with Windows environments, networking fundamentals, and remote support tools.
- Excellent written and verbal communication skills.
- The ability to manage multiple priorities in a fast-paced environment.
- A proactive, self-motivated approach with a strong customer-first mindset.
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Desirable Skills
Any of the following would be advantageous:
- SQL or MySQL experience.
- Sage 50, Sage 200, Intacct, or similar accounting software knowledge.
- SaaS/software company experience.
- Experience supporting complex business-critical applications.
What's On Offer?
- Competitive salary.
- Hybrid working (up to 3 days from home following probation).
- 25 days holiday plus bank holidays.
- Pension scheme.
- Life assurance.
- Health and wellbeing package including GP services, counselling support, gym discounts, and wellbeing resources.
- Holiday purchase scheme.
- Cycle-to-work scheme.
- Career progression within a growing technology business.
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