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1st / 2nd Line SaaS Software Support
£30,000 - 30,000
Recruitment Revolution
Durham Avenue, Sneinton
£30,000 - 30,000
Requirements
Must:
- Solid understanding of remote desktop environments and networking.
- Experience in supporting ERP Software Applications or similar applications.
- Strong communication skills to provide remote support and guide customers through solutions.
- Experience in remotely configuring software on PCs.
- A problem-solving mindset with a proactive approach to troubleshooting and customer care.
- Ability to identify recurring issues and collaborate on long-term fixes with our Development team.
- Clear communicator, skilled at explaining both simple and complex issues to customers and stakeholders.
- Comfortable creating and reviewing knowledge base content, offering constructive feedback.
- Ability to remain calm under pressure and be empathetic to customer needs.
- SQL and C# knowledge are a bonus, though not essential.
Responsibilities
- Take ownership as a 2nd Line Technical Support Specialist, delivering remote support to keep our customers running smoothly.
- Mentor and guide our 1st Line team, helping resolve escalated issues and enhancing their skills.
- Serve as a trusted point of contact for customers, building strong relationships for a seamless support experience.
- Accurately update our CRM/ticketing system in real time, ensuring every detail matters.
- Dive into incident resolution and root cause analysis to prevent future issues.
- Replicate problems and validate issues using localised environments and anonymised customer data.
- Collaborate with 3rd Line teams, such as Application Management, Development, and Testing-QA, to tackle complex technical challenges and provide high-quality fixes.
- Deliver exceptional customer service that builds trust and fosters long-term partnerships.
- Participate in workshops and improvement sessions, contributing ideas to shape smarter systems and better experiences.
Description
We're looking for a driven and customer-focused 2nd Line Software Support Technician who thrives on solving real-world business problems through smart, technical solutions. In this role, you won't just be fixing issues; you'll be guiding customers through technical challenges, delivering expert support, and helping to optimize their use of our software. If you have a problem-solving mindset and are passionate about technology, this is your chance to make a real impact in a fast-paced, collaborative environment. We are Khaos Control, an award-winning ERP SaaS provider empowering SME retail, with over 20 years of experience in creating, implementing, and supporting business management solutions for businesses of all sizes. We strive to find motivated, self-disciplined individuals who can thrive in a relaxed working environment. If this sounds good to you, we'd love to hear from you! We offer a starting salary of £28,000 to £32,000, based on abilities, skills, and experience, along with a complete benefits package including enhanced pension contributions, life cover, 23 days holiday (option to buy 4 additional), and more. Hybrid working options are available, creating flexibility in your work-life balance.
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You can find IT Support Engineer salaries in the UK here.
How many IT Support Engineer jobs are in the UK?
Currently, there are 886 Support openings. Check also: JIRA jobs, Confluence jobs, Linux jobs, ICT jobs - all with salary brackets.
Is the UK a good place for IT Support Engineers?
The UK is one of the best countries to work as a IT Support Engineer. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for IT Support Engineer jobs in the UK?
Mas & Pas Limited, NTT Data UK, Bank of England, DWP Digital, BAE Systems, ApplianSys, u-blox among others, are currently hiring for Support roles in the UK.
The company with most openings is Hays as they are hiring for 27 different IT Support Engineer jobs in the UK. They are probably quite committed to find good IT Support Engineers.
The company with most openings is Hays as they are hiring for 27 different IT Support Engineer jobs in the UK. They are probably quite committed to find good IT Support Engineers.