2nd Line Software Application Support Technician. Hybrid

RecruitmentRevolution.com; Greater Lincolnshire; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

A leading ERP SaaS provider is seeking a driven 2nd Line Software Support Technician to provide expert support and help optimize software usage. In this hybrid role, you'll mentor the 1st Line team, resolve complex technical challenges, and ensure outstanding service. Ideal candidates will have strong communication skills, remote desktop experience, and a problem-solving mindset. Competitive salary and benefits are offered.

Benefits

Enhanced Pension

Life Cover

Performance Bonus

Subsidised gym membership

23 days holiday

Free onsite parking

Qualifications

• Experience supporting ERP Software Applications or similar applications.
• Ability to identify recurring issues and collaborate on long-term fixes.
• Confident communicator capable of explaining complex issues.

Responsibilities

• Deliver remote support to keep customers running smoothly.
• Guide and mentor 1st Line team while resolving escalated issues.
• Collaborate with 3rd Line teams to deliver high-quality fixes.

Skills

Remote Desktop Experience

SQL knowledge

Excellent Problem Solving

Communication skills

Tools

C#

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\'ll guide customers through technical challenges, deliver expert support, and help optimise their use of our software. You\'ll resolve complex tickets, mentor 1st Line teams, liaise with development for long-term solutions, and ensure 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

2nd Line Software Application Support Technician

Location: Grantham, Lincolnshire Office - Hybrid Working

Onboarding: 3 days per week in the office during onboarding, 2 days per week thereafter

Salary: £28,000 - £32,000 DOE

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

Contract: Full-Time, Monday - Friday - Permanent

Values / Culture

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

Company: 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.

Company background: With over 20 years of experience, we provide solutions to help businesses control their day-to-day operations and support business management solutions for businesses of all sizes.

Culture note: We seek motivated, self-disciplined people who thrive in a relaxed working environment.

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 strong communication, analytical thinking, and problem-solving abilities to deliver exceptional service and technical expertise. You\'ll help drive issue resolution and continuous improvement with attention to detail, organisation, and report writing.

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 CRM/ticketing system up to date in real time – every detail matters.
• Dive into incident resolution and root cause analysis, helping to prevent future issues.
• Ability to replicate problems and validate issues, using localised environments and copies of anonymised customer data.
• Collaborate with 3rd Line teams (Application Management, Development and Testing-QA) to deliver high-quality fixes.
• Deliver exceptional customer service that builds trust and long-term partnerships.
• Participate in workshops and improvement sessions to help shape smarter systems and better experiences.

What We\'re Looking For

• Solid understanding of remote desktop environments and networking
• Experience supporting ERP Software Applications or similar applications
• Confident communicator comfortable providing remote support and guiding customers through solutions
• Experience configuring software on PCs remotely
• 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 able to explain 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

What\'s on Offer

• Starting salary of £28k to £32k, based on ability, skills, and experience
• Monday to Friday
• Hybrid working 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.

Application notice: We take your privacy seriously. You may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.