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- Tasks: Support customers by resolving technical issues and optimising software use.
- Company: Join Khaos Control, an award-winning ERP SaaS provider for SMEs.
- Benefits: Enjoy hybrid working, competitive salary, enhanced pension, life cover, and more perks.
- Why this job: Make a real impact in a collaborative environment while developing your tech skills.
- Qualifications: Strong communication, problem-solving skills, and experience with remote desktop environments required.
- Other info: Opportunity for career growth in a relaxed working atmosphere.
The predicted salary is between 24000 - 28800 £ per year.
2nd Line Software Application Support Technician. Hybrid – 19639 Ref: 19639
Join to apply for the 2nd Line Software Application Support Technician. Hybrid – 19639 Ref: 19639 role at RR
2nd Line Software Application Support Technician. Hybrid – 19639 Ref: 19639
4 days ago Be among the first 25 applicants
Join to apply for the 2nd Line Software Application Support Technician. Hybrid – 19639 Ref: 19639 role at RR
Get AI-powered advice on this job and more exclusive features.
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:
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
Company: Khaos Control – Award-Winning ERP SaaS provider powering SME retail
Your Background / Skills: Remote Desktop Experience. SQL knowledge would be advantageous. Excellent Problem Solving and Communication skills.
The forefront of technology in the eCommerce, retail, wholesale, warehouse management and logistics sectors.
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.
If you want to accelerate your career to the next level, then this is the place to be. We strive to find the best of the pack when it comes to new staff, because we know that with motivated, self-disciplined people we don’t need rules and regulations to enforce behaviour. As a result, our team thrives from a more relaxed working environment. If that sounds good to you, then we’d love to hear from you.
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
Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.
Application notice… 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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2nd Line Software Application Support Technician. Hybrid – 19639 Ref: 19639 employer: RR
Contact Detail:
RR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Software Application Support Technician. Hybrid – 19639 Ref: 19639
✨Tip Number 1
Familiarise yourself with the specific software applications and tools mentioned in the job description. Having hands-on experience or knowledge about ERP systems will give you an edge during discussions with the hiring team.
✨Tip Number 2
Brush up on your SQL skills, as they are advantageous for this role. Being able to demonstrate your ability to work with databases can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your problem-solving abilities through real-life examples. Think of specific instances where you've successfully resolved technical issues or improved processes, as these stories will resonate well with the interviewers.
✨Tip Number 4
Emphasise your communication skills during the application process. Since this role involves guiding customers through technical challenges, being able to articulate complex concepts clearly will be crucial.
We think you need these skills to ace 2nd Line Software Application Support Technician. Hybrid – 19639 Ref: 19639
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in remote desktop environments and ERP software applications. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and problem-solving. Mention specific examples of how you've successfully resolved technical issues in the past and how you can contribute to the team.
Showcase Communication Skills: Since this role requires strong communication skills, provide examples in your application that demonstrate your ability to explain complex issues clearly and effectively to customers.
Highlight Continuous Improvement: Mention any experience you have with process improvement or mentoring others. This aligns with the company's focus on continuous improvement and collaboration within the team.
How to prepare for a job interview at RR
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully resolved technical issues. Highlight your analytical thinking and how you approached each problem, as this role heavily relies on troubleshooting and providing effective solutions.
✨Communicate Clearly and Confidently
As a 2nd Line Software Application Support Technician, you'll need to explain complex technical concepts to customers. Practice articulating your thoughts clearly and confidently, ensuring you can convey information in an understandable way.
✨Familiarise Yourself with the Company’s Software
Research Khaos Control and their ERP software solutions. Understanding their products will not only help you answer questions more effectively but also demonstrate your genuine interest in the role and the company.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about how you would handle various customer support situations, especially those involving escalated issues or mentoring 1st Line teams, as these are key aspects of the job.
