1st/2nd Line SaaS Software Support - Hybrid

ZipRecruiter; Grantham; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

A prominent ERP SaaS provider in Grantham is seeking a driven 2nd Line Software Support Technician to solve real-world business problems and ensure customer satisfaction. In this hybrid role, you will guide customers through technical challenges, mentor 1st Line teams, and collaborate with 3rd Line teams for complex issues. Ideal candidates possess strong communication skills, a problem-solving mindset, and experience in remote desktop environments.

Benefits

Enhanced pension contributions

Life cover x4 of salary

Subsidised gym membership

Free onsite parking

Qualifications

• Solid understanding of remote desktop environments and networking.
• Experienced in supporting ERP Software Applications.
• Comfortable creating and reviewing knowledge base content.

Responsibilities

• Take ownership as a 2nd Line Technical Support Specialist.
• Guide and mentor 1st Line team while resolving escalated issues.
• Collaborate closely with 3rd Line teams to deliver high-quality fixes.

Skills

Remote Desktop Experience

Excellent Problem Solving skills

SQL knowledge

C# knowledge

Job description

Overview

We're on the lookout 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 optimise their use of our software. From resolving complex tickets and mentoring 1st Line teams, to liaising with development for long-term solutions, you'll play a key role in ensuring smooth operations and outstanding service.

If you're a strong communicator with a problem-solving mindset and a passion for technology, this is your chance to make a real impact in a fast-paced, collaborative environment.

The Role at a Glance

1st/2nd Line Software Application Support Technician

Grantham, Lincolnshire Office - Hybrid Working - 3 days per week in the office during onboarding, 2 days per week in the office thereafter

£28,000 - £32,000 DOE

Plus Complete Benefits Package Including Enhanced Pension and Life Cover, Performance Bonus and More

Full-Time Monday - Friday - Permanent

Values/Culture

Commitment, Success and Putting the Customer at the Heart of Everything We Do

Company: Khaos Control - Award-Winning ERP SaaS provider powering SME retail

Your Background/Skills

Remote Desktop Experience. SQL knowledge would be advantageous. Excellent Problem Solving and Communication skills.

Industry Focus

The forefront of technology in the eCommerce, retail, wholesale, warehouse management and logistics sectors.

About Us

With over 20 years of experience under our belt, we provide solutions to put businesses in full control of their day-to-day operations. We focus on creating, implementing, and supporting business management solutions for businesses of all sizes.

The Opportunity

We're looking for a proactive and passionate 2nd Line Software Support Technician to join our dynamic support team. In this customer-facing role, you'll bring your strong communication skills, analytical thinking, and problem-solving abilities to deliver exceptional service and technical expertise.

With a keen eye for detail, excellent organisational habits, and a talent for report writing, you'll help drive issue resolution and continuous improvement.

What your day-to-day might look like

• Take ownership as a 2nd Line Technical Support Specialist, 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.
• Keep everything running efficiently by accurately updating our CRM/ticketing system in Real Time - every detail matters.
• Dive into incident resolution and root cause analysis, helping to prevent future issues before they start.
• Ability to replicate problems and validate issues, using localised environments and copies of anonymised customer data.
• Collaborate closely with 3rd Line teams, such as Application Management, Development and Testing-QA, to crack complex technical challenges and deliver high-quality fixes.
• Go beyond support - deliver exceptional customer service that builds trust and long-term partnerships.
• Participate in workshops and improvement sessions, bringing your ideas to the table to help shape smarter systems and better experiences.

What we're looking for

• Solid understanding of remote desktop environments and networking
• Experienced 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 and types of issues can impact customer operations
• Clear, 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, empathetic to customer needs
• SQL and C# knowledge are a bonus - not essential, but definitely welcomed!

What's on Offer

• Starting salary of £28k to £32k, based on ability, skills, and experience
• Monday to Friday
• Hybrid working an option
• 23 days holiday (option to buy 4 additional) + bank holidays
• Life cover x4 of salary
• Enhanced employer pension contributions
• 24/7 GP access and employee wellbeing services
• Subsidised gym membership
• Free onsite parking

Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.

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