IT Support Engineer – Customer-First Troubleshooter

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

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.