About this role
Salary: £25,000 - 27,000 per year
Requirements: Strong troubleshooting and problem-solving skills across software environments.Good understanding of current IT technologies.Excellent written and verbal communication skills.Strong attention to detail and accurate documentation skills.Good time-management and organisational skills.A customer-focused approach and commitment to providing a high standard of service.Ability to work independently as well as part of a team.Calm and professional approach when dealing with issues under pressure.Proactive attitude with a strong sense of ownership and accountability.Willingness to learn new technologies and processes.Previous software support experience is desirable, but not essential.ITIL Foundation certification or awareness of ITIL methodologies.Google IT Support Professional Certificate or equivalent.Awareness of emerging technologies. Responsibilities: Provide first-line technical support to customers by phone and email.Log, investigate and resolve IT incidents and service requests.Troubleshoot software-related issues and identify the cause of problems.Take ownership of support cases from initial contact through to resolution.Keep customers updated throughout the support process.Escalate more complex issues to the appropriate support team when required.Ensure all incidents and requests are accurately documented.Identify recurring issues and share recommendations to help prevent them happening again.Contribute to the teams knowledge base and documentation.Manage and prioritise your workload in a fast-paced support environment.Work closely with other members of the support team and assist where required.Keep up to date with relevant and emerging IT technologies.Look for opportunities to improve support processes and the customer experience. Technologies: SupportITIL More:
We are based in Newcastle upon Tyne at Quorum Business Park and are offering a permanent, full-time Support Agent role with a salary of £27,000. Working hours are Monday to Thursday from 08:30-17:00 or 09:00-17:30, and Friday from 08:30-17:00. We are looking for someone to join our team as the first point of contact for customers experiencing IT-related issues, providing friendly, professional and timely technical support in a customer-focused environment. Previous software support experience is desirable, but not essential.
last updated 38 week of 2026