Support Technician


Ellen Codling

Salary from




Tyne and Wear



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Role: Support Technician (IT)

Salary: £21,500 + 5-10% bonus scheme + benefits package

Location: Sunderland

Do you have a passion for technology and an excellent phone manner?

In this role you will act in an operational support capacity, monitoring the company’s software products, raising, and resolving incidents on behalf of customers and primary care services.

To provide first line support to Customers investigating incidents with the company’s software products via phone and remote support tools.


  • Passion for IT and progression within the business
  • Excellent verbal and written communication skills
  • Good understanding of PC and common server hardware set-up and configuration
  • Hands on approach and willingness to learn


  • To remotely monitor the company’s software installed on internal data centres and external data centres.
  • To raise incidents for failures and errors found during monitoring and other support duties and resolve these incidents.
  • Liaise with customers daily on the progress of incidents, being able to explain technical issues in a customer friendly manner.
  • Raise incidents with third parties including clinical system providers, own and progress these incidents to resolution, escalating where necessary.
  • Plan and organize installation, upgrade, reinstallation, and project completion activities with the customer.
  • Plan incident resolution activities with the customer.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To provide support by application of known fixes and other tasks.
  • To provide second line technical support, resolving more complicated incidents, connecting to internal data centres, hosted environments and using desktop connectivity software.
  • To take ownership of incidents and be pro-active when resolving them.
  • Support users in the use of the company’s software by providing necessary training and advice.
  • To raise problems identified in incidents with technical and development teams.
  • Third Party Interaction

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If you wish to apply for this position, please email us at