Support Technician (includes software testing)


Ellen Codling

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Role: Support Technician (includes Software Testing)

Salary: £22,500 + on call (roughly £2,600 extra per year) + 5-10% Bonus + benefits package

Location: WFH / Hybrid (1-2 days per week in the office) Mansfield, Nottinghamshire

Are you looking for an exciting new opportunity with a leading software vendor? Due to growth within the business, my client is currently recruiting x2 Support Technicians… with a twist, to join their team.

The role itself long term is a Support role but as it is a whole new team supporting a new product, this role will involve Application Testing in the early stages until the systems are live – this gives the successful candidate great opportunity to gain experience and learn the systems inside an out before needing to fully support them.

Working in collaboration with their Software Development team overseas and Application Specialists in the UK, you will thoroughly test the product and learn configuration, features, and benefits to ensure that once the product becomes live that we can effectively support it once deployed.


  • Logging fault calls into a call management system.
  • Perform initial diagnosis and where possible, resolve basic issues.
  • Triaging and escalating calls to technical teams for more in-depth diagnosis and resolution in line with agreed service levels.
  • Keep the customer updated at all stages of the incident lifecycle.
  • Software Testing exposure.

From time to time, you may be expected to provide onsite support for new projects and installations or to resolve long standing service issues.

This is primarily an application support role however you should understand technical IT applications, file structures and permissions and ideally have previous Helpdesk / 1st Line Support experience including working to strict service level agreements.

Knowledge and experience of the following would be useful however not required:

  • Supporting bespoke applications
  • Jira
  • Knowledge of ITIL service management protocols

Support Technicians often progress into Application Specialist or Integration roles, this is a great opportunity to build your IT knowledge within a supportive and forward-thinking organisation.

Search Terms: First Line Support, 1st Line Support, Dragon, Linux Operating Systems, Jira, ITIL, IT Help Desk, IT Service Desk, Technical Support, Administration, Software Testing, Application Testing.

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