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# Software Support Technician - Tier 2

- **Company:** Point of Rental Software
- **Location:** Reading, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Software Applications, Monitoring of Systems, Software Engineering, SQL Databases, Software Troubleshooting, Information Technology, Software Performance, Network Server
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815449302-software-support-technician-tier-2

## About the Role

* Experience: Minimum of 5 years in a software or technical support role, with a focus on Tier 2 or higher-level support.
 * Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL. Experience with servers and on-premises software.
 * Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent.

Desired qualifications

 * Experience in the Rental Industry
 * Experience using Point of Rental Software Syrinx

## Description

As a Software Support Technician - Tier 2, you will be supporting customers using Point of Rental software. The primary role of the Tier 2 Support Tech is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers., * Advanced Troubleshooting: Diagnose and resolve complex software issues that Tier 1 support cannot handle, utilizing in-depth technical knowledge and analytical skills.

 * Technical Support: Provide support for software applications, including installation, configuration, and upgrades. Address bugs, performance issues, and user inquiries. Respond to customer requests for assistance.
 * Address customer needs within existing specifications and defined standards.
 * Provide an exceptional customer experience with excellent communication, responsive follow-through, and advocacy for customer issues within the support team and other internal departments.
 * Provide thorough and complete case notes and documentation of customer issues.
 * Analyze customer problems and research solutions using the software knowledge base.
 * Diagnose customer issues through process of elimination by asking probing questions.
 * Document issues appropriately based on existing guidelines.
 * Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring timely resolution.
 * Collaboration: Work closely with development teams to identify and address software issues and provide feedback for continuous improvement.
 * Training and Mentoring: Assist in training Tier 1 support technicians and contribute to support documentation and knowledge base articles.
 * System Monitoring: Monitor software performance and stability and implement proactive measures.


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