Information Technology Support Engineer

Nextech Group Limited; Newcastle upon Tyne; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Training and development

25 days holiday

Collaborative team culture

Job summary

Nextech Group Limited in Newcastle upon Tyne is seeking an IT Support Engineer to be the first point of contact for customers, logging, diagnosing and resolving incidents and service requests.

You will troubleshoot across software environments, document work clearly, escalate when needed, and collaborate with a supportive team in a structured, service-driven environment with ongoing training and development opportunities.

Qualifications

• Strong communication skills with a customer-first mindset.
• Strong troubleshooting ability across software environments.
• Good general standard of education and strong understanding of current IT technologies.
• Strong documentation skills with high attention to detail.
• Ability to work independently and as part of a team.
• ITIL Foundation certification or awareness of ITIL methodologies is desirable.
• Google IT Support Professional Certificate or equivalent is desirable.

Responsibilities

• Communicate with customers regarding technical issues via phone and email.
• Provide clear, professional, and timely updates on incident progress and resolution.
• Diagnose and resolve critical software issues, taking ownership of cases through to resolution.
• Escalate complex issues appropriately while maintaining ownership and communication.
• Ensure all incidents and service requests are logged and maintained.
• Identify recurring technical faults and contribute to knowledge base documentation.
• Support and collaborate with other members of the support team where required.

Skills

Customer-focused

Troubleshooting

Communication skills

Documentation

Independent and team player

IT awareness

ITIL awareness

Education

General education standard

Job description

Are you passionate about technology and problem-solving? Do you enjoy helping people and want to build your career in structured IT support? We're looking for a proactive and customer-focused, technically astute IT Support Engineer to join our growing support team.

About the Role:

As an IT Support Engineer, you will be the first point of contact for customers experiencing IT-related issues, providing prompt, effective, and customer-focused technical assistance. You'll log, diagnose, and resolve incidents and service requests, escalating more complex issues to higher support levels in line with agreed service standards. This is a great opportunity for someone with strong troubleshooting ability, a customer-first mindset, and a desire to grow within a structured, service-driven environment.

Key Responsibilities:

• Communicate directly with customers regarding technical issues via phone and email
• Provide clear, professional, and timely updates on incident progress and resolution
• Diagnose and resolve critical software issues, taking full ownership of cases through to resolution
• Escalate complex issues appropriately while maintaining ownership and communication
• Ensure all incidents and service requests are accurately logged and maintained
• Identify recurring technical faults and contribute to knowledge base documentation
• Support and collaborate with other members of the support team where require

What We’re Looking For:

• Strong communication skills, both written and verbal, with a customer-first mindset
• Strong troubleshooting ability across software environments
• Good general standard of education and strong understanding of current IT technologies
• Strong documentation skills with high attention to detail
• Ability to work independently and as part of a team
• Previous software support experience is desirable but not essential
• ITIL Foundation certification or awareness of ITIL methodologies is desirable
• Google IT Support Professional Certificate or equivalent is desirable
• Calm and professional under pressure, with strong time management skills

What We Offer:

• Ongoing training and development opportunities
• 25-day holiday days a year plus BH
• Supportive and collaborative team culture