1st Line Support Engineer - Gem Partnership Ltd : Job Details

1st Line Support Engineer

Salary: Up to circa £32,000 + Bonus + Shares

Location: Newcastle upon Tyne (Hybrid)

Hours: 9am - 5pm Monday to Friday (no on call rota)

My client is a rapidly growing SME business who provide SaaS software solutions to organisations across the UK. Expansion to date has been achieved through a combination of organic growth and strategic acquisitions and to continue this trajectory they are recruiting for a 1st Line Support Engineer to join their team who will be responsible for delivering a first-class support service to their clients.

The Role

Key responsibilities will include:

• Providing 1st line technical support to clients, troubleshooting their issues over the phone and via email
• Delivering exceptional customer service operating within client-specific SLAs
• Installing and configuring software
• Escalate more complex cases to 2nd Line Technical Support, with full and detailed notes

The Person

With proven experience in a similar IT support role you will have:

• Previous IT support experience
• The ability to support non-technical customers and explain complex IT concepts in simple terms
• The ability to troubleshoot a variety of issues and resolve user issues
• A positive can-do attitude and flexibility in taking on a broad range of responsibilities and tasks at short notice

This is a fantastic opportunity to join a leading SME organisation at an exciting time with genuine opportunities for career development and progression - this clear career pathway will include full training and development towards a 2nd Line role further down the line.

The role supports a hybrid working pattern with up to 3 days per week working from home, following a successful probationary period.

If you feel you have the qualities they seek, please forward your CV and covering letter indicating your current package to Jen Dunthorne at GEM Partnership or for a discreet conversation call their Newcastle office.

GEM Partnership are acting as an employment agency on this project.

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