1st/2nd Line Support Engineer

Nigel Frank International; Newcastle upon Tyne; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working (up to 3 days from home

Life assurance

Health and wellbeing package

Career progression

Job summary

Nigel Frank International is seeking a 1st/2nd Line Support Engineer to join the Newcastle-based Technical Support team. You will handle customer tickets via phone, email, and ITSM, troubleshooting software issues and guiding users through resolutions.

You'\'ll work with Product and Engineering teams in a growing SaaS environment, maintain documentation, and strive to deliver an excellent customer experience while meeting SLA targets.

Qualifications

• Minimum 2 years in a 1st/2nd Line Support, Application Support, or Technical Support role.
• Strong troubleshooting and analytical skills.
• Experience using ticketing systems such as ServiceNow, Halo, Zendesk, or similar.
• A good understanding of Microsoft 365 applications.
• Familiarity with Windows environments, networking fundamentals, and remote support tools.
• Excellent written and verbal communication skills.
• The ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide first and second-line support for software-related issues via phone, email, and ticketing systems.
• Investigate, troubleshoot, and resolve customer incidents and service requests.
• Manage and prioritise your own support queue within SLAs.
• Log and maintain accurate records within the ITSM platform.
• Replicate issues and escalate software defects where required.
• Support users with software configuration, setup, and best practice guidance.
• Conduct remote support sessions and customer troubleshooting calls.
• Liaise with Development, Product, and third-party partners to resolve complex issues.
• Contribute to internal knowledge base articles and support documentation.
• Deliver a consistently high standard of customer service.

Skills

Troubleshooting

Analytical thinking

Communication

Multitasking

Tools

ServiceNow

Zendesk

Halo

Microsoft 365

Job description

Our client is a leading UK software provider delivering specialist cloud-based solutions. With a growing customer base, recurring revenue model, and ambitious expansion plans, they are looking to appoint a 1st / 2nd Line Support Engineer to join their established Technical Support team in Newcastle.

This is an excellent opportunity for a customer-focused support professional who enjoys troubleshooting software issues, working directly with customers, and developing their technical skills within a growing SaaS environment.

The Role

As a 1st / 2nd Line Support Engineer, you will be responsible for providing technical support to customers via phone, email, and ticketing systems. You'll investigate software issues, manage support tickets through to resolution, and work closely with internal Product and Engineering teams to deliver an outstanding customer experience.

Key responsibilities include:

• Providing first and second-line support for software-related issues.
• Diagnosing, troubleshooting, and resolving customer incidents and service requests.
• Managing and prioritising your own support queue within agreed SLAs.
• Logging and maintaining accurate records within the ITSM platform.
• Replicating issues and escalating software defects where required.
• Supporting users with software configuration, setup, and best practice guidance.
• Conducting remote support sessions and customer troubleshooting calls.
• Liaising with Development, Product, and third-party partners to resolve complex issues.
• Contributing to internal knowledge base articles and support documentation.
• Delivering a consistently high standard of customer service.

About You

We're keen to speak with candidates who have experience in a technical support, service desk, or application support environment and who are passionate about delivering exceptional customer service.

You'll ideally have:

• At least 2 years' experience in a 1st/2nd Line Support, Application Support, or Technical Support role.
• Strong troubleshooting and analytical skills.
• Experience using ticketing systems such as ServiceNow, Halo, Zendesk, or similar.
• A good understanding of Microsoft 365 applications.
• Familiarity with Windows environments, networking fundamentals, and remote support tools.
• Excellent written and verbal communication skills.
• The ability to manage multiple priorities in a fast-paced environment.
• A proactive, self-motivated approach with a strong customer-first mindset.

Any of the following would be advantageous:

• SQL or MySQL experience.
• Sage 50, Sage 200, Intacct, or similar accounting software knowledge.
• SaaS/software company experience.
• Experience supporting complex business-critical applications.

What's On Offer?

• Hybrid working (up to 3 days from home following probation).
• Life assurance.
• Health and wellbeing package including GP services, counselling support, gym discounts, and wellbeing resources.
• Career progression within a growing technology business.