Second Line Support Engineer

Fisher German LLP; Ashby-de-la-Zouch; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A prominent national consultancy in Ashby-de-la-Zouch is seeking a proactive Second Line Support Engineer to enhance their Development Team. The successful candidate will provide second-line support for ERP systems and core business applications while collaborating with diverse teams. Candidates should possess a qualification in IT or a related field, alongside experience with ERP systems. This role emphasizes learning opportunities and offers a hybrid working model, where flexibility is encouraged. Enjoy a generous holiday scheme and a fun, inclusive work environment.

Benefits

Discretionary bonus scheme

Generous holiday scheme

Enhanced parental leave

24/7 mental health & wellbeing service

Volunteering Leave

Qualifications

• Experience supporting Access Group ERP applications.
• General familiarity with ERP systems.
• Motivated, proactive, enthusiastic, and friendly.
• Genuine passion for learning and developing skills.

Responsibilities

• Provide IT support for technical issues across core business applications.
• Triage, log, and update issues using ITSM platforms.
• Work collaboratively to resolve issues affecting applications.
• Deliver second-line support for the ERP platform.
• Escalate support requests to third-party vendors as needed.
• Monitor Business Support team tickets to meet SLA commitments.
• Assist with testing new releases across all systems.
• Help create training materials and training videos.
• Take ownership of support escalation workflows.

Skills

Experience supporting Access Group ERP applications

Working knowledge of MS SQL Server

Excellent communication skills

Experience supporting applications built with NodeJS in AWS

Familiarity with ITSM platforms such as Freshservice and Jira

Education

Relevant qualification in computer science, IT, or related field

Job description

The Team & Focus of the Role

We’re hiring a Second Line Support Engineer to join our Development Team! The team currently provides IT support for technical issues across Fisher German’s core business applications, including our internally developed systems, and this role will focus on delivering 2nd-line support for these platforms.

Initially, you’ll be supporting our ERP system, in-house applications, and collaboration tools. Over time, your responsibilities will grow as we introduce new systems across the business. You’ll also have the chance to contribute to larger projects that drive improvement and change.

You’ll be part of a skilled team of Software Developers, SharePoint specialists, and Database Administrators - offering plenty of opportunities to learn, grow, and expand your technical knowledge.

If you have experience working with ERP systems, enjoy troubleshooting and diving into technical challenges, and can communicate solutions clearly to the wider business, we’d love to hear from you.

This role will be based in Ashby, and although we do operate a hybrid working policy, it’s essential that you’re able to commute to Ashby weekly. Our standard hours are 08:45am - 5:15pm (37.5 hours), however we’d be open to discussing flexible working requirements with minimum working hours of 30 per week.

In return, beyond your base salary you will be included in:

• A discretionary bonus scheme
• A generous holiday scheme which commences at 25 days with a sliding scale up to 30 days plus your birthday off and two extra half days allocated for Christmas Eve & New Years Eve
• Enhanced maternity, paternity, adoption and shared parental leave
• An online money saving portal and access to a 24/7 mental health & wellbeing service.
• Volunteering Leave equating to 2 days per year (pro rata if you’re part-time)

Duties will include:

• Provide IT support for technical issues across Fisher German’s core business applications, including internally developed systems.
• Triage, log, and update issues using our ITSM platform (Freshservice) and our development tracking tool (Jira).
• Work collaboratively to investigate and resolve issues affecting core business applications.
• Deliver second-line support for our ERP platform (Access Group - Dimensions and FocalPoint).
• Escalate support requests to third-party vendors when needed and track progress through to resolution.
• Monitor Business Support team tickets to help meet SLA commitments.
• Assist with testing new releases across all business systems, adding an extra layer of quality assurance to our development processes.
• Help create training materials and participate in producing training videos.
• Take ownership of support escalation workflows, working with wider Systems teams to streamline and improve service delivery.

The successful candidate will have...

• A relevant qualification in computer science, IT, or a related field.
• Experience supporting Access Group ERP applications.
• General familiarity with ERP systems.
• Working knowledge of MS SQL Server and the ability to write and understand SQL queries.
• Excellent communication skills, able to provide clear, step-by-step technical guidance in plain language, both written and verbal.
• Motivated, proactive, enthusiastic, and friendly attitude.
• A genuine passion for learning and developing technical skills further.
• Experience supporting applications built with NodeJS in AWS. (Desirable)
• Familiarity with ITSM platforms such as Freshservice and Jira. (Desirable)

Why Fisher German?

We’ve been around for a while, but it doesn’t mean we are behind the times! Across our office network we offer a hybrid working approach to help our colleagues design their working day to suit their diaries. Some days you might be in the office enjoying a collaborative team day, and other days might see you focussing on project work at home. Wherever you choose to work, you’ll be part of a social and digitally connected workforce with the chance to get involved in a variety of activities, like sports events, pop-up bars, BBQs, CPD days, live leadership updates on Zoom, picnics in the park and lots more.

What’s not to love? We work hard but we also have lots of fun! If that sounds like something you would enjoy, then please get in touch.

We have a history going back as far as 1830 but have been Fisher German since 2000. We operate UK wide advising and managing a range of client portfolios with national visibility across all the 6-property market sectors; rural, commercial, development, residential, infrastructure services and sustainable energy.

Bring Yourself to Work

It’s simple really, we are passionate about what we do, and we want you to be driven to succeed with us. For this to happen, you need to feel supported and included which is why we’re proud to be an Equal Opportunities Employer