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Second Line Software Application Support Technician
£30,000 - 30,000
Recruitment Revolution
Castle Hill, Saltersford
£30,000 - 30,000
Requirements
Must:
We are looking for a 2nd Line Software Support Technician who has a solid understanding of remote desktop environments and networking. You should have experience supporting ERP Software Applications or similar applications. A confident communicator, you will be comfortable providing remote support and guiding customers through solutions. Experience in configuring software on PCs remotely is essential, alongside a problem-solver mindset with a proactive approach to troubleshooting and customer care. You must be able to identify recurring issues and collaborate on long-term fixes with our Development team. A strong understanding of how software and types of issues can impact customer operations is needed. You should be a clear and confident communicator, skilled at explaining both simple and complex issues to customers and stakeholders. You will also need to be comfortable creating and reviewing knowledge base content and offering constructive feedback. We value calmness under pressure and empathy towards customer needs. SQL and C# knowledge are a bonus, though not essential.
Responsibilities
As a 2nd Line Technical Support Specialist, you will take ownership of delivering remote support that keeps our customers running smoothly. You will act as the go-to expert for our 1st Line team, guiding, mentoring, and elevating their skills while helping to resolve escalated issues. Building strong relationships with customers will be key to ensuring a seamless support experience. You will efficiently keep everything running by accurately updating our CRM/ticketing system in real time, as every detail matters. Your role will involve diving into incident resolution and root cause analysis to help prevent future issues. You will replicate problems and validate issues using localized environments and copies of anonymized customer data. Collaboration with 3rd Line teams, such as Application Management, Development, and Testing-QA, will be essential in cracking complex technical challenges and delivering high-quality fixes. Beyond support, you will deliver exceptional customer service that builds trust and long-term partnerships. Your participation in workshops and improvement sessions will be encouraged, as we value your ideas in shaping smarter systems and better experiences.
Description
We are excited to bring a proactive and passionate 2nd Line Software Support Technician into our dynamic support team. This role offers a chance to make a real impact in a fast-paced, collaborative environment, as you will utilize your strong communication skills, analytical thinking, and problem-solving abilities. We offer a starting salary between £28,000 and £32,000, based on ability, skills, and experience. You will work Monday to Friday, with hybrid working options available. We provide benefits such as 23 days of holiday (with an option to buy 4 additional days), bank holidays, life cover, enhanced employer pension contributions, 24/7 GP access and employee wellbeing services, subsidized gym membership, and free onsite parking. If this sounds like a good fit for you, we invite you to apply for a fast-track path to joining our Leadership Team.
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