2nd Line Support

A growing and innovative software business based in Shoreham-by-Sea is looking to add a 2nd Line Support to its Client Services team.
This is a fantastic opportunity for someone with strong technical troubleshooting skills and a customer-first mindset to take ownership of issues and see them through to resolution.
You’ll be working on a specialist software platform, supporting a varied customer base and ensuring systems run reliably.
A valid UK driving licence is required, as occasional UK travel is involved – company car will be provided if you’re eligible for insurance, if you do not match the criteria, you will need to have access to your own vehicle.
As a 2nd Line Support, your key responsibilities will include:

• Occasional travel to customer sites across the UK
• Own customer cases end-to-end: triage tickets, set expectations, and resolve within SLA
• Troubleshoot issues (memory errors, downtime, application issues) using Linux CLI and PostgreSQL
• Replicate and document bugs clearly for development teams
• Act as a trusted contact via phone, email, and service desk
• Contribute to the knowledge base to support continuous team improvement

Requirements for the 2nd Line Support:

• A valid UK driving license
• Experience working with Linux CLI (troubleshooting and administration)
• Strong communication skills - able to engage both technical and non-technical stakeholders
• A customer-first approach with a genuine desire to deliver positive outcomes
• Highly organised with excellent time management
• A proactive, self-motivated approach with the ability to work independently

Benefits for the 2nd Line Support:

• 25 days holiday + extra day off on your birthday
• Company pension
• Training and development opportunities
• Volunteering days
• Company car (if eligible for insurance)
• Hybrid working (after successful 3-months’ probation)

This is a full-time, permanent role based in Shoreham-by-Sea. The position is office-based initially, moving to hybrid after 3 months. Working hours are Monday–Friday on an 8-hour rotating shift pattern between 9am–10pm.
Salary is £25,000. You must have a valid UK driving licence and access to your own vehicle if you are not eligible for the company insurance.
Berry Recruitment Services Ltd T/A First Recruitment Services is acting as an employment agency in relation to this vacancy

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