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- Tasks: Solve complex IT issues and support a variety of technologies daily.
- Company: Join Intercity, a growing company focused on exceptional customer service.
- Benefits: Enjoy opportunities for career advancement and collaboration with skilled teams.
- Why this job: Thrive in a dynamic environment while making a real impact on IT solutions.
- Qualifications: Experience in IT support and a passion for problem-solving are essential.
- Other info: Work with cutting-edge technologies like Microsoft 365 and Azure.
The predicted salary is between 30000 - 42000 £ per year.
Advance Your IT Career as a 2nd Line Support Engineer! Intercity is growing and so can your career. We're looking for a skilled and motivated 2nd Line Support Engineer to join our high-performing Service Desk team. If you're passionate about solving complex IT issues, supporting a wide range of technologies, and delivering exceptional customer service, this is your opportunity to thrive.
As a 2nd Line Support Engineer, you'll be the escalation point for our 1st Line team, tackling more advanced incidents and requests. You'll work across a diverse technical landscape from Microsoft 365 and Azure to EPOS systems and network troubleshooting ensuring issues are resolved efficiently and to the highest standards. You'll also collaborate with third-party suppliers and internal teams to get to the root of multi-faceted IT challenges.
Key Responsibilities as a 2nd Line Support Engineer:- Provide expert support via phone, email, and remote access.
- Diagnose and resolve escalated incidents and service requests.
- Create and maintain knowledge base articles to empower 1st Line teams.
- Deliver on-site support when required.
- Support Windows desktop environments, EPOS systems, and handheld devices.
- Troubleshoot LAN/WAN networks and Microsoft 365/Exchange issues.
- Provide basic support for Windows Server environments (2008 R2 - 2019).
2nd Line Support Analyst employer: Click To Hired
Contact Detail:
Click To Hired Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Analyst
✨Tip Number 1
Familiarise yourself with the technologies mentioned in the job description, such as Microsoft 365, Azure, and EPOS systems. Having hands-on experience or relevant certifications can really set you apart from other candidates.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for LAN/WAN networks and Windows Server environments. Being able to demonstrate your problem-solving abilities during the interview will show that you're ready for the challenges of the role.
✨Tip Number 3
Prepare to discuss your previous experiences in customer service and how you've handled complex IT issues. Highlighting specific examples will help illustrate your capability to deliver exceptional support.
✨Tip Number 4
Network with current or former employees of the company, if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview.
We think you need these skills to ace 2nd Line Support Analyst
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the 2nd Line Support Analyst position. Tailor your application to highlight your relevant experience in troubleshooting, customer service, and technical support.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous roles in IT support, particularly any experience with Microsoft 365, Azure, or network troubleshooting. Use specific examples to demonstrate how you've successfully resolved complex IT issues.
Showcase Your Problem-Solving Skills: Provide examples of challenging IT problems you've solved in the past. This could include details about the issue, your approach to resolving it, and the outcome. This will show your potential employer that you have the analytical skills needed for the role.
Craft a Strong Cover Letter: Write a compelling cover letter that not only outlines your qualifications but also conveys your passion for IT support and customer service. Make sure to express why you want to work for Intercity and how you can contribute to their Service Desk team.
How to prepare for a job interview at Click To Hired
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Microsoft 365, Azure, and network troubleshooting. Highlight specific incidents where you successfully resolved complex IT issues, as this will demonstrate your capability to handle the responsibilities of a 2nd Line Support Analyst.
✨Emphasise Customer Service
Since delivering exceptional customer service is key in this role, share examples of how you've effectively communicated with users and resolved their concerns. This will show that you understand the importance of user satisfaction in IT support.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Practice articulating your thought process when diagnosing and resolving technical issues, as this will help the interviewers gauge your problem-solving skills and approach to real-world challenges.
✨Demonstrate Collaboration Skills
As the role involves working with both internal teams and third-party suppliers, be ready to discuss your experience in collaborative environments. Share instances where teamwork led to successful outcomes, showcasing your ability to work well with others.
