Second Line Support Engineer

Fisher German LLP; Ashby-de-la-Zouch; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A reputable consulting firm is hiring a Second Line Support Engineer to provide IT support for their core business applications, focusing on their ERP system. The successful candidate will work collaboratively to troubleshoot and resolve technical issues while also assisting with new projects and training materials. This role offers flexible working hours and a supportive workplace culture, making it suitable for proactive individuals looking to enhance their technical skills and be part of a dynamic team.

Benefits

Discretionary bonus scheme

Generous holiday scheme starting at 25 days

Enhanced maternity and paternity leave

Access to a 24/7 mental health and wellbeing service

Volunteering leave of 2 days per year

Qualifications

• Experience supporting Access Group ERP applications.
• General familiarity with ERP systems.
• Working knowledge of MS SQL Server and ability to write SQL queries.
• Excellent communication skills for technical guidance.
• Motivated and proactive attitude.

Responsibilities

• Provide IT support for technical issues across core business applications.
• Triage, log, and update issues using ITSM platform.
• Work collaboratively to resolve issues affecting applications.
• Deliver second-line support for the ERP platform.
• Escalate support requests to third-party vendors when needed.

Skills

Experience supporting Access Group ERP applications

General familiarity with ERP systems

Working knowledge of MS SQL Server

Excellent communication skills

Motivated and proactive attitude

Passion for learning

Experience supporting applications built with NodeJS in AWS

Familiarity with ITSM platforms such as Freshservice and Jira

Relevant qualification in computer science, IT, or related field

Education

Relevant qualification in computer science, IT, or related field

Tools

MS SQL Server

Access Group ERP applications

Freshservice

Jira

Job description

We're hiring a Second Line Support Engineer to join our Development Team! The team currently provides IT support for technical issues across Fisher German's core business applications, including our internally developed systems, and this role will focus on delivering 2nd‑line support for these platforms. Initially, you'll be supporting our ERP system, in‑house applications, and collaboration tools. Over time, your responsibilities will grow as we introduce new systems across the business. You'll also have the chance to contribute to larger projects that drive improvement and change. You'll be part of a skilled team of Software Developers, SharePoint specialists, and Database Administrators – offering plenty of opportunities to learn, grow, and expand your technical knowledge.

Responsibilities

• Provide IT support for technical issues across Fisher German's core business applications, including internally developed systems.
• Triage, log, and update issues using our ITSM platform (Freshservice) and our development tracking tool (Jira).
• Work collaboratively to investigate and resolve issues affecting core business applications.
• Deliver second-line support for our ERP platform (Access Group – Dimensions and FocalPoint).
• Escalate support requests to third‑party vendors when needed and track progress through to resolution.
• Monitor Business Support team tickets to help meet SLA commitments.
• Assist with testing new releases across all business systems, adding an extra layer of quality assurance to our development processes.
• Help create training materials and participate in producing training videos.
• Take ownership of support escalation workflows, working with wider Systems teams to streamline and improve service delivery.

Qualifications

• Experience supporting Access Group ERP applications.
• General familiarity with ERP systems.
• Working knowledge of MS SQL Server and the ability to write and understand SQL queries.
• Excellent communication skills, able to provide clear, step‑by‑step technical guidance in plain language, both written and verbal.
• Motivated, proactive, enthusiastic, and friendly attitude.
• A genuine passion for learning and developing technical skills further.
• Experience supporting applications built with NodeJS in AWS (Desirable).
• Familiarity with ITSM platforms such as Freshservice and Jira (Desirable).
• Relevant qualification in computer science, IT, or a related field.

Company Culture

We've been around for a while, but it doesn't mean we are behind the times! Across our office network we offer a hybrid working approach to help our colleagues design their working day to suit their diaries. Some days you might be in the office enjoying a collaborative team day, and other days you might be focussing on project work at home. Wherever you choose to work, you'll be part of a social and digitally connected workforce with the chance to get involved in a variety of activities, like sports events, pop‑up bars, BBQs, CPD days, live leadership updates on Zoom, picnics in the park and lots more. We work hard but we also have lots of fun!

Bring Yourself to Work – it's simple really, we are passionate about what we do, and we want you to be driven to succeed with us. For this to happen, you need to feel supported and included, which is why we're proud to be an Equal Opportunities Employer.

Location & Working Hours

This role will be based in Ashby, and although we do operate a hybrid working policy, it's essential that you're able to commute to Ashby weekly. Our standard hours are 08:45am – 5:15pm (37.5 hours), however we'd be open to discussing flexible working requirements with minimum working hours of 30 per week.

Benefits

• A discretionary bonus scheme
• A generous holiday scheme which commences at 25 days with a sliding scale up to 30 days plus your birthday off and two extra half days allocated for Christmas Eve & New Years Eve
• Enhanced maternity, paternity, adoption and shared parental leave
• An online money saving portal and access to a 24/7 mental health & wellbeing service.
• Volunteering Leave equating to 2 days per year (pro rata if you're part‑time)