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For Companies At a Glance
- Tasks: Provide expert software support and solve real-world business challenges.
- Company: Join Khaos Control, an award-winning ERP SaaS provider with over 20 years of experience.
- Benefits: Enjoy a competitive salary, hybrid working, enhanced pension, and wellness services.
- Why this job: Make a real impact by helping customers optimise their software use in a dynamic environment.
- Qualifications: Experience in remote desktop support and strong problem-solving skills are essential.
- Other info: Collaborative culture with opportunities for professional growth and development.
The predicted salary is between 28000 - 32000 £ per year.
We’re on the lookout for a driven and customer-focused 2nd Line Software Support Technician who thrives on solving real-world business problems through smart, technical solutions.
In this role, you won’t just be fixing issues – you’ll be guiding customers through technical challenges, delivering expert support, and helping to optimise their use of our software. From resolving complex tickets and mentoring 1st Line teams, to liaising with development for long-term solutions, you’ll play a key role in ensuring smooth operations and outstanding service.
If you\’re a strong communicator with a problem-solving mindset and a passion for technology, this is your chance to make a real impact in a fast-paced, collaborative environment.
The Role at a Glance:
1st / 2nd Line Software Application Support Technician
Grantham, Lincolnshire Office – Hybrid Working – 3 days per week in the office during onboarding, 2 days per week in the office thereafter
£28,000 – £32,000 DOE
Plus Complete Benefits Package Including Enhanced Pension and Life Cover, Performance Bonus and More…
Full-Time Monday – Friday – Permanent
Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
Your Background / Skills:
Remote Desktop Experience. SQL knowledge would be advantageous. Excellent Problem Solving and Communication skills.
About the Company:
Khaos Control – Award-Winning ERP SaaS provider powering SME retail
With over 20 years of experience under our belt, we provide solutions to put businesses in full control of their day-to-day operations. We focus on creating, implementing, and supporting business management solutions for businesses of all sizes.
The Opportunity:
We’re looking for a proactive and passionate 2nd Line Software Support Technician to join our dynamic support team. In this customer-facing role, you’ll bring your strong communication skills, analytical thinking, and problem-solving abilities to deliver exceptional service and technical expertise.
With a keen eye for detail, excellent organisational habits, and a talent for report writing, you’ll help drive issue resolution and continuous improvement.
What your day-to-day might look like:
- Take ownership as a 2nd Line Technical Support Specialist, delivering remote support that keeps our customers running smoothly.
- Be the go-to expert for our 1st Line team – guide, mentor, and elevate their skills while helping resolve escalated issues.
- Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
- Keep everything running efficiently by accurately updating our CRM/ticketing system in real time – every detail matters.
- Dive into incident resolution and root cause analysis, helping to prevent future issues before they start.
- Ability to replicate problems and validate issues, using localised environments and copies of anonymised customer data.
- Collaborate closely with 3rd Line teams, such as Application Management, Development and Testing-QA, to crack complex technical challenges and deliver high-quality fixes.
- Go beyond support – deliver exceptional customer service that builds trust and long-term partnerships.
- Participate in workshops and improvement sessions, bringing your ideas to the table to help shape smarter systems and better experiences.
What we’re looking for:
- Solid understanding of remote desktop environments and networking
- Experienced in supporting ERP Software Applications or similar applications.
- Confident communicator – comfortable providing remote support and guiding customers through solutions
- Experience configuring software on PCs remotely
- A problem-solver mindset with a proactive approach to troubleshooting and customer care
- Ability to identify recurring issues and collaborate on long-term fixes with our Development team
- Strong understanding of how software and types of issues can impact customer operations
- Clear, confident communicator – skilled at explaining both simple and complex issues to customers and stakeholders
- Comfortable creating and reviewing knowledge base content, offering constructive feedback
- Calm under pressure, empathetic to customer needs
- SQL and C# knowledge are a bonus – not essential, but definitely welcomed!
What’s on Offer:
- Starting salary of £28k to £32k, based on ability, skills, and experience
- Monday to Friday
- Hybrid working an option
- 23 days holiday (option to buy 4 additional) + bank holidays
- Life cover x4 of salary
- Enhanced employer pension contributions
- 24/7 GP access and employee wellbeing services
- Subsidised gym membership
- Free onsite parking
We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
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1st / 2nd Line SaaS Software Support – Hybrid – 19639 Ref: 19639 employer: RR
Contact Detail:
RR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st / 2nd Line SaaS Software Support – Hybrid – 19639 Ref: 19639
✨Tip Number 1
Get to know the company inside out! Research Khaos Control, their products, and their culture. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your problem-solving skills! Think of real-world scenarios where you’ve tackled tech issues before. Be ready to share these stories during interviews to demonstrate your expertise and approach.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and even a foot in the door.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Khaos Control.
We think you need these skills to ace 1st / 2nd Line SaaS Software Support – Hybrid – 19639 Ref: 19639
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your problem-solving abilities and any relevant technical expertise, especially in remote desktop environments and ERP software.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about this role. Share specific examples of how you've solved technical challenges in the past and how you can bring that experience to our team.
Show Off Your Communication Skills: Since this role involves guiding customers through technical issues, make sure your application showcases your communication skills. Use clear and concise language, and don’t shy away from sharing examples of how you've effectively communicated complex ideas.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at RR
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around remote desktop environments and ERP software applications. Be ready to discuss how you've solved similar problems in the past, as this will show your practical experience and problem-solving mindset.
✨Communicate Clearly
Since this role involves guiding customers through technical challenges, practice explaining complex concepts in simple terms. Think about examples where you've successfully communicated with customers or team members to resolve issues, and be prepared to share those stories.
✨Show Your Proactive Side
Demonstrate your proactive approach to troubleshooting by discussing instances where you've identified recurring issues and collaborated on long-term fixes. This will highlight your ability to think ahead and contribute to continuous improvement.
✨Engage with the Team
Be ready to talk about how you can mentor and support the 1st Line team. Share your thoughts on teamwork and collaboration, and think of ways you can contribute to a positive team environment. This shows that you're not just focused on individual success but also on helping others grow.
