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1st Line Support

Location: Gateshead

Salary: £18,000 plus fantastic benefits

Job Type: Permanent

Job ID: 166856

Our client is a national, forward thinking, creative bespoke software provider in the rail industry.

Due to growth and expansion they are looking to recruit a 1st line Support Advisor.


You will be responsible for the following:


  • Provide Technical 1st Line Support to end users via phone and Service Desk.

  • Escalate 2nd Line Support calls to Operations and Development teams.

  • Maintain a high level of customer service to users throughout the ticket process.

  • Take ownership of support requests, following through until completion.

  • Understand and communicate solutions and workarounds for tickets which require development.

  • Carry out investigations to reproduce reported issues and log evidence.

  • Distribute unassigned issues to the relevant department.  

  • Daily maintaining of safety critical data.

  • Provide training to customers when required.

  • Collate system improvements and raise to Management.

  • Work to SLA thresholds for incidents, requests and problems.

  • Support multiple products and prioritise issues based on severity.



You will have the following:


  • Proven analytical and investigating skills in troubleshoot software, as well as possessing high attention to detail.

  • Experience in identifying underlying issues and trends in technical systems through appropriate interaction with end users.

  • Excellent knowledge of supporting a fast-paced customer facing environment.

  • Have experience in 1st line IT support and have ability to analyse a given issue.


Salary:£18,000 plus excellent benefits and progression opportunities