UK IT Contracts jobs

Who are Eque2?

Eque2 is one of the most innovative providers of construction specific software solutions to the UK and Irish Marketplace, leading the way in delivering specialist software and services across multiple sectors and industries, Eque2 has developed industry leading applications across estimating, job costing and service & maintenance, bringing value to every business and user we work with.

Eque2 has also built a reputation for professional, on-time and on-budget deployments, excelling in outstanding Account Management and excellent Support services process.

We are also proud to announce that we've earned the "Great Place to Work" certification for two consecutive periods: April 2023 to April 2024, and May 2024 to May 2025, with numerous employee benefits, and personal development opportunities.

Summary

We are seeking a Junior Technical Writer to join our Technical Support team. This role focuses on creating and maintaining clear, accurate, and user-focused documentation and in app guidance that empowers customers, support engineers, and internal teams to understand and troubleshoot our software products.

Unlike content marketing roles, this position is not part of the marketing team. The ideal candidate has a strong technical background, excellent writing skills, and a passion for making complex technical information accessible and actionable.

This role is based in the Newcastle office.

Required Experience and Knowledge:

• Develop and maintain customer-facing knowledge base articles, customer self-service, troubleshooting guides, FAQs, and how-to documentation to reduce support queries
• Collaborate with the Product Team to develop document solutions, error messages, system behaviours, and workarounds.
• Partner with internal teams, including Development, Support, and Product Management, to gather information and ensure seamless knowledge sharing.
• Translate technical concepts and processes into user-friendly content for a variety of audiences (e.g., IT admins, developers, end users).
• Maintain internal support documentation and processes to ensure up-to-date, accessible information for support staff.
• Identify and implement best practices to improve the delivery, accessibility, and effectiveness of digital support content.
• Establish and maintain processes for integrating support documentation into the product release cycle, ensuring alignment with development updates.
• Provide analysis of trends to prioritise and develop digital content that proactively addresses customer needs.
• Achieve set performance metrics (KPIs) related to content effectiveness and user engagement.

Key Deliverables:

• High-quality, up-to-date self-service content that deflects technical support inquiries.
• Improved documentation and help offerings that contribute to a reduction in support ticket resolution time.
• Enhanced customer knowledge to drive broader adoption of product features.
• Clear, consistent, and well-structured digital content that aligns with company branding and style guidelines.
• Create visuals such as videos, screenshots, diagrams, and flowcharts to enhance documentation.
• Analysis of support trends to prioritise and develop digital content that proactively addresses customer needs.

Required Skills:

• Experience in technical writing, knowledge base development, or digital content creation ideally in a software or SaaS environment.
• Strong understanding of software systems, APIs, technical troubleshooting, or IT workflows.
• Strong understanding of customer support processes and self-service content strategies.
• Excellent written communication skills with the ability to simplify complex technical concepts.
• Ability to analyse user behaviour and support trends to drive content improvements.
• Attention to detail and the ability to work independently and manage multiple tasks effectively.
• Ability to work independently and manage multiple documentation projects.

Preferred Qualifications:

• Experience with content management systems (CMS), knowledge base platforms, and in-app support tools, and video creation/editing software.
• Experience in HTML/CSS to help create and format web-based content and ensure compatibility with different platforms.
• Experience with JavaScript to create interactive knowledge content.
• Familiarity with AI-driven support solutions (e.g. chatbots, interactive guides).
• Background in UX writing and instructional design

Package and Benefits

• Generous salary
• 25 days holidays and an additional day for your birthday off
• 2 paid Volunteer days
• Generous Pension
• Enhanced Maternity Pay
• Enhance Paternity Pay
• Electric Vehicle Scheme
• Cycle to Work scheme
• Perk box – includes a wide range of incentives such as gym memberships and free online workout classes
• Bupa Cover
• Employee Assistance Programme (EAP)
• Life cover

Job Types: Full-time, Fixed term contract

Schedule:

• Monday to Friday

Application question(s):

• Are you eligible to work in the UK without requiring a visa? if your answer is no please do not apply for this role as we are unable to sponsor visa's at this time.
• Do you have a minimum of 2-3 years experience in a similar role?

Education:

• Diploma of Higher Education (preferred)

Work Location: Hybrid remote in Newcastle upon Tyne NE15 8NZ

Application deadline: 30/06/2025