Software Support Technician - Tier 2

Point of Rental; Reading; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

Quarterly bonus (KPI-linked)

Job summary

Point of Rental is seeking a Software Support Technician – Tier 2 for Reading (Hybrid). You will diagnose and resolve complex issues escalated from Tier 1, acting as the trusted escalation point and collaborating with development to reproduce and fix defects.

You'll mentor Tier 1 staff, expand the knowledge base, and stay ahead of stability issues. Hybrid working, a pension, and a KPI-linked quarterly bonus accompany this role.

Qualifications

• 5+ years in software/technical support, at Tier 2 or above.
• Genuinely strong troubleshooting across operating systems and applications.
• Hands-on SQL, plus servers and on-premises software experience.
• A related degree or equivalent hands-on experience.

Responsibilities

• Diagnose and resolve complex issues Tier 1 can’t crack.
• Be the escalation point the team trusts — fast and thorough.
• Work with development to reproduce and kill defects for good.
• Mentor Tier 1, grow the knowledge base and stay ahead of stability issues.

Skills

Software support

Troubleshooting

Education

Related degree or equivalent

Tools

SQL

Servers

On-premises software

Job description

Software Support Technician – Tier 2 | Point of Rental | Reading (Hybrid)

You’re the one who fixes what everyone else escalated.

What you’ll do:

• Diagnose and resolve the complex issues Tier 1 can’t crack
• Be the escalation point the team trusts — fast and thorough
• Work with development to reproduce and kill defects for good
• Mentor Tier 1, grow the knowledge base and stay ahead of stability issues

What you’ll bring:

• 5+ years in software/technical support, at Tier 2 or above
• Genuinely strong troubleshooting across operating systems and applications
• Hands-on SQL, plus servers and on-premises software experience
• A related degree or equivalent hands-on experience
• Bonus points: rental-industry experience or time in our Syrinx platform

What’s in it for you:

• A real technical career path, and a global support org (UK, US, Australia) to grow across
• Hybrid working, pension and a festive break on top of your holiday
• After probation: a KPI-linked quarterly bonus, Bupa Dental Care, Pure Gym membership, Cycle to Work, life assurance and an Employee Assistance Programme
• A team that lives its EPIC values — Empowering, Principled, Innovative, Caring

Benefits:

• Dental scheme
• Discounted gym memberships
• Pension scheme
• Life assurance
• Cycle to Work scheme

EPIC Core Values

• Empowering – We equip our teammates, customers, and communities to reach their full potential. We foster confident autonomy to resolve issues and discover new ideas by investing in continuing education, promoting an atmosphere of open questioning and active listening, and defining a wide boundary of trust.
• Principled – We are committed to creating an environment of authenticity, honesty, and openness. Our actions demonstrate conviction and purposeful intention in the way we interact with our teammates, customers, and communities.
• Innovative – We are trailblazers, committed to constant innovation in everything we do for our team, our customers, and our communities. We relentlessly strive to identify opportunities and surmount future challenges to ensure success.
• Caring – We authentically care about our teammates, customers, and communities. By supporting and mentoring them to be their best, we empower and encourage them to serve others with the goal of making the world a better place