A software company based near Durham are recruiting for a Technical Support Engineer to join their team. The role will be responsible for providing 1st and 2nd line support, resolution of tickets and service requests within the defined Service Level Agreements, as well as direct involvement in the deployment, configuration and integration of the software. ResponsibilitiesProviding direct Application Support and consulting on the implementation and usage of company software.Managing own workloads, ensuring support tickets are in adherence to SLAs.Working with the support team to handle service requests: including logging, processing and the assignment of tickets through the Ticketing Portal.Responsible for evaluating tickets and escalating into L3 support when necessary; including being able to continue to work or provide insight on that ticket when in L3 or L4 escalation.Developing customer relationships and building rapport to enhance the support service.Providing expert knowledge of the company''s extensive product range to be able to make recommendations and share advice on the implementation and usage of software.Managing installations and upgrades as well as configuration of software to integrate with telephony systems and third-party software.Analysing system errors and performance data from sources including application logs, system logs, bandwidth utilisation reports and other diagnostic tools to identify technical issues, taking corrective action as ..... full job details .....