Are you passionate about technology and problem-solving? Do you enjoy helping people and want to build your career in structured IT support? We're looking for a proactive and customer-focused, technically astute IT Support Engineer to join our growing support team.
About the Role:
As an IT Support Engineer, you will be the first point of contact for customers experiencing IT-related issues, providing prompt, effective, and customer-focused technical assistance. You'll log, diagnose, and resolve incidents and service requests, escalating more complex issues to higher support levels in line with agreed service standards. This is a great opportunity for someone with strong troubleshooting ability, a customer-first mindset, and a desire to grow within a structured, service-driven environment.
Key Responsibilities:
- Communicate directly with customers regarding technical issues via phone and email
- Provide clear, professional, and timely updates on incident progress and resolution
- Diagnose and resolve critical software issues, taking full ownership of cases through to resolution
- Escalate complex issues appropriately while maintaining ownership and communication
- Ensure all incidents and service requests are accurately logged and maintained
- Identify recurring technical faults and contribute to knowledge base documentation
- Support and collaborate with other members of the support team where require
What We’re Looking For:
- Strong communication skills, both written and verbal, with a customer-first mindset
- Strong troubleshooting ability across software environments
- Good general standard of education and strong understanding of current IT technologies
- Strong documentation skills with high attention to detail
- Ability to work independently and as part of a team
- Previous software support experience is desirable but not essential
- ITIL Foundation certification or awareness of ITIL methodologies is desirable
- Google IT Support Professional Certificate or equivalent is desirable
- Calm and professional under pressure, with strong time management skills
What We Offer:
- Ongoing training and development opportunities
- 25-day holiday days a year plus BH
- Supportive and collaborative team culture
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Information Technology Support Engineer in Newcastle upon Tyne employer: Nextech Group Limited
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