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1st/2nd Line Software Support Analyst - ERP SaaS
ÂŁ25,000 - 29,000
Dysart Road 161, Grantham
ÂŁ25,000 - 29,000
Requirements
Must:
- Solid understanding of remote desktop environments and networking.
- Experience in supporting ERP Software Applications or similar applications.
- Confident communicator, comfortable providing remote support and guiding customers through solutions.
- Experience configuring software on PCs remotely.
- A problem-solver 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.
- Strong understanding of how software issues can impact customer operations.
- Clear and confident communicator, skilled at explaining both simple and complex issues to customers and stakeholders.
- Comfortable creating and reviewing knowledge base content, offering constructive feedback.
- Calm under pressure and empathetic to customer needs.
- SQL and C# knowledge are a bonus but not essential.
Responsibilities
- Take ownership as a 1st/2nd Line Software Support Analyst, delivering remote support that keeps our customers running smoothly.
- Be the go-to expert for our 1st Line team—guide, mentor, and elevate their skills while helping resolve escalated issues.
- Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
- Maintain efficiency by accurately updating our CRM/ticketing system in real time; every detail matters.
- Dive into incident resolution and root cause analysis, preventing future issues before they arise.
- Replicate problems and validate issues using localised environments and anonymised customer data.
- Collaborate closely with 3rd Line teams, such as Application Management, Development, and Testing-QA, to tackle complex technical challenges.
- Go beyond support—deliver exceptional customer service that builds trust and long-term partnerships.
- Participate in workshops and improvement sessions, bringing your ideas to help shape smarter systems and better experiences.
Description
We are seeking a driven and customer-focused 1st/2nd Line Software Support Analyst 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. You will play a key role in ensuring smooth operations and outstanding service. We offer a starting salary of £25,000 to £29,000, depending on experience, along with a comprehensive benefits package, including enhanced pension contributions, life cover, performance bonuses, and more. Join our award-winning ERP SaaS company and accelerate your career while being part of a team that puts the customer at the heart of everything we do. If you feel this aligns with your career aspirations, we would love to hear from you!
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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 2091 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?
MastarRec, Mas & Pas Limited, Kura, Street Group, RHP, Core-Asset Consulting, ApplianSys among others, are currently hiring for Support roles in the UK.
The company with most openings is Experis as they are hiring for 70 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 Experis as they are hiring for 70 different IT Support Engineer jobs in the UK. They are probably quite committed to find good IT Support Engineers.