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# 1st/2nd Line Support Engineer

- **Company:** Nigel Frank International
- **Location:** Newcastle upon Tyne, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Software as a Service, Issue Tracking Systems, Intacct, Sage Mas 90, MySQL, Networking Basics, Peachtree (Accounting Software), Remote Service Software, Software Configuration Management, Software Engineering, SQL Databases, Data Logging, Office365, Zendesk, Servicenow
- **Published:** September 10, 2026
- **Apply:** https://www.collegerecruiter.com/job/2858136770-1st2nd-line-support-engineer

## About the Role

We're keen to speak with candidates who have experience in a technical support, service desk, or application support environment and who are passionate about delivering exceptional customer service.

You'll ideally have:

 * At least 2 years' experience in a 1st/2nd Line Support, Application Support, or Technical Support role.
 * Strong troubleshooting and analytical skills.
 * Experience using ticketing systems such as ServiceNow, Halo, Zendesk, or similar.
 * A good understanding of Microsoft 365 applications.
 * Familiarity with Windows environments, networking fundamentals, and remote support tools.
 * Excellent written and verbal communication skills.
 * The ability to manage multiple priorities in a fast-paced environment.
 * A proactive, self-motivated approach with a strong customer-first mindset.

Any of the following would be advantageous:

 * SQL or MySQL experience.
 * Sage 50, Sage 200, Intacct, or similar accounting software knowledge.
 * SaaS/software company experience.
 * Experience supporting complex business-critical applications.

## Description

As a 1st / 2nd Line Support Engineer, you will be responsible for providing technical support to customers via phone, email, and ticketing systems. You'll investigate software issues, manage support tickets through to resolution, and work closely with internal Product and Engineering teams to deliver an outstanding customer experience., * Providing first and second-line support for software-related issues.

 * Diagnosing, troubleshooting, and resolving customer incidents and service requests.
 * Managing and prioritising your own support queue within agreed SLAs.
 * Logging and maintaining accurate records within the ITSM platform.
 * Replicating issues and escalating software defects where required.
 * Supporting users with software configuration, setup, and best practice guidance.
 * Conducting remote support sessions and customer troubleshooting calls.
 * Liaising with Development, Product, and third-party partners to resolve complex issues.
 * Contributing to internal knowledge base articles and support documentation.
 * Delivering a consistently high standard of customer service.


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