2nd Line Support Engineer

2nd Line Support Engineer

Salary: Up to circa £35,000 + Bonus + Shares

Location: Newcastle upon Tyne (Hybrid)

Hours: 9am - 5pm Monday to Friday (no on call rota)

My client is a rapidly growing SME business who provide SaaS software solutions to organisations across the UK. Expansion to date has been achieved through a combination of organic growth and strategic acquisitions and to continue this trajectory they are recruiting for a 2nd Line Support Engineer to join their team who will be responsible for delivering a first-class support service to their clients.

The Role

Key responsibilities will include:

• Providing 2nd line technical support to clients, troubleshooting their issues over the phone and via email
• Diagnosing and repairing faults
• Supporting the roll-out of new software applications
• Working with Developers to resolve issues

The Person

With proven experience in a similar IT support role you will have:

• Previous IT support experience
• The ability to support non-technical customers and explain complex IT concepts in simple terms
• A positive can-do attitude and flexibility in taking on a broad range of responsibilities and tasks at short notice
• A commitment towards delivering quality customer service to internal and external customers
• Experience of relational databases using SQL (desirable but not essential)

This is a fantastic opportunity to join a leading SME organisation at an exciting time with genuine opportunities for career development and progression - this clear career pathway will include full training and development to resolve both 2nd Line support issues and SQL-related queries.

The role supports a hybrid working pattern with up to 3 days per week working from home, following a successful probationary period.

If you feel you have the qualities they seek, please forward your CV and covering letter indicating your current package to Jen Dunthorne at GEM Partnership or for a discreet conversation call their Newcastle office.

GEM Partnership are acting as an employment agency on this project.

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