Information Technology Support Engineer

Nextech Group Limited; Newcastle upon Tyne; On-site; GBP 25,000 - 38,000; Full time

Benefits offered by this job

25 days holiday + BH

Training & development opportunities

Supportive team culture

Job summary

Nextech Group Limited is seeking a proactive IT Support Engineer to be the first point of contact for customers, logging, diagnosing, and resolving incidents with a structured, service-driven approach.

The role emphasizes strong communication, independent work, and collaboration within a growing support team. Training, development opportunities, and a collaborative culture are offered.

Qualifications

• 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

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

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