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2nd Line Software Support Engineer



£20000 - £26000/annum

Kenton, Newcastle upon Tyne


Permanent | Full Time




Netwirking Ltd are currently working with a business based in Newcastle upon Tyne as they look to add a 2nd Line Software Support Engineer to their close-knit team. Formed over 30 years ago, our clients software is a market leader in their sector.

Key Responsibilities Include:

* Incident management.

* Resolve Technical issues.

* Assist other members of the support team with known fixes and technical know-how.

* Monitoring of case resolutions within the support team.

* Able to manage own workloads and cases that are raised through to resolution.

* Reporting of outstanding issues and proper elevation of the caseload.

* Be able to diagnose and fix Windows based issues that may arise, quickly and efficiently.

* Liaise directly with customers regarding technical issues, via phone & email.

* Identify reoccurring technical faults and document the fix for other colleagues

* To technically assist other team members as and when needed in the day to day running.

* Take ownership of the cases that are raised and liaise with customers and colleagues at all stages through to resolution.

* To meet and exceed customer expectations and to remain professional at all times.

About You:

* Detailed understanding of Windows Server, Windows 7, 8, 10, Remote Support Tools.

* A good demonstrative knowledge of printer installation, configuration, testing & troubleshooting.

* A good understanding of network troubleshooting.

* A good understanding of endpoint security and firewall configuration.

* Ability to manage own workload and prioritise tasks effectively.

* Ability to multi-task and interact with customers on all skill levels.

* Able to demonstrate excellent customer service whilst handling tricky remote installations.

* Excellent time management