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Location: Newcastle upon Tyne Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £20000 - £40000
Sector: IT Support  
Type: Permanent
Posted: 07/23/2019
Technical Support Engineer Ronald James Group 2019-06-04

Our client is a white-label software platform that helps businesses sell photobooks, calendars and other photo gifts through any device via web and desktop applications.

They offer a suite of five applications that gives businesses the tools to manage every aspect of the process from product design to eCommerce and print production.

They are distributed via a dedicated network consisting of its own global team and a worldwide reseller channel. Their HQ is based in Newcastle upon Tyne, with offices in the USA, Netherlands, Hong Kong and Japan.


They’re offering an exciting opportunity for an experienced, driven and proactive Technical Support Engineer to join their Technical Support team based in Ponteland.

Working with their Support team, you'll be passionate about delivering high quality customer service with a focus on high attention to detail and hitting their SLA's.  

The role requires a strong team player with effective communication skills in order to follow a logical process to solve customer problems.

What Will You Be Doing?

  • Provide all level support requiring root cause analysis

  • Resolve technical issues and liaise directly with customers

  • Diagnose and fix critical IT issues

  • Identify software issues and liaise with internal teams via fault and feature tracking

  • Their core applications are developed and delivered using Apache, PHP, MySQL on Linux and Windows servers.

  • Taking ownership of customer issues reported and seeing problems through to resolution

  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues

  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Research and identify solutions to software and technical issues

  • Diagnose and troubleshoot technical issues, including server setup and software configuration

  • Ask customers targeted questions to quickly understand the root of the problem

  • Track software or system related issues through to resolution, within agreed time limits

  • Talk clients through a series of actions, either via phone or email, until they've solved a technical issue

  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, management, etc.)

  • Provide prompt, accurate and positive feedback to customer

  • Refer to internal database or external resources to provide accurate technical solutions

  • Ensure all issues are properly logged

  • Prioritize and manage several open issues at one time

  • Follow up with clients to ensure their technical issues are fully functional after troubleshooting

  • Prepare accurate and timely reports

  • Document technical knowledge in the form of notes and manuals for internet knowledge sharing

  • Maintain jovial relationships with clients

For the right applicant, they can offer a competitive starting salary, exciting challenges, compelling rewards, excellent benefits and a great working environment, along with amazing career prospects. In addition, they will help you to achieve your goals by continuous professional development and regular career progression sessions.

Skills Required:

  • 3+ Year proven experience as a Technical Support Engineer or similar role

  • Strong troubleshooting ability

  • Solid experience of using Linux

  • Windows server experience

  • Knowledge of networking principles

  • Strong written and verbal communication skills

  • Customer focused

  • Knowledge of relational databases

  • Good time management skills and ability to meet targets and fulfil SLA’s

Desirable Skills:

  • Experience using Zendesk

  • Experience of working with Mac operating system for day to day activities

  • Scripting

  • Experience of AWS

  • A degree in Computer Science or equivalent

  • CCNA, MCSA, ITIL – Problem, Linux certification


  • Macbook laptop monitors
  • Apple keyboard and mouse
  • Tailored training & development programme
  • Extensive training on the entire applications suite
  • Group Life Insurance
  • 5% match basis company pension scheme
  • 31 holidays per year (includes 8 UK public holidays)
  • Annual competitions and rewards
  • Recreational facilities and chill out zone, including pool, darts and table tennis

Could this be the role for you?

If you’d like to have an informal chat about your potential in this role, book in a call with one of our friendly talent advocates on 0191 620 0123 who can provide details, advise and guide you with your job search.

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