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- Tasks: Join us as a 2nd Line Engineer, providing hands-on technical support and mentoring junior team members.
- Company: Tela Technology is a leading UK communication solutions provider, partnering with top brands like Microsoft and Google.
- Benefits: Enjoy a competitive salary, hybrid work options, healthcare plans, and employee discounts.
- Why this job: Be part of a customer-first culture, making a real impact while working on diverse projects.
- Qualifications: Ideal candidates have experience in 2nd Line IT support, especially in cloud solutions and Microsoft 365.
- Other info: This role offers a mix of remote work, on-site visits, and collaboration with teams across the UK.
The predicted salary is between 33000 - 35000 £ per year.
We are Tela Technology, one of the UK’s largest independently owned communication solutions providers, with three operating divisions; Tela IT, Mobile Telephony and Unified Communications. We partner with globally recognised brands such as Microsoft, Vodafone, Gamma, Samsung and Google. Our customer-first approach is at the heart of who we are and what we do. We place great emphasis on the relationships we build with our customers, ensuring we deliver products and services which will provide genuine benefit to their business and people, backed by exceptional customer support.
We are looking for a hands-on technical engineer who enjoys a varied role, combining both remote support, with on-site work and project work.
Duties include:
- Handling incoming 2nd/3rd line tickets from both local customers, as well as working to support the wider helpdesk
- Logging tickets using Tela’s CRM
- Maintaining a high degree of service for all support queries and adhering to all service management principles
- On site visits as required, for both scheduled work and break-fix jobs
- Supporting users in the correct use of equipment by providing any necessary guidance, training and advice
- Acting as a mentor to junior team members
- Other duties as reasonably required
This role would be suitable for an established 2nd Line IT professional, who ideally has experience of working within an MSP environment. Technical expertise must include supporting cloud solutions, Microsoft 365 and ideally being involved in project roll outs.
Person Specification:
Tela are a customer first organisation. We look for individuals that share this passion and take pride in the service they provide. Our service desk in our Inverurie office works in partnership with the wider service desks in Glasgow, Birmingham and London. A team player mentality is essential.
Work Location:
This is a hybrid role which will include working in our Inverurie office (Tuesday-Thursday), on customer sites as needed and remotely.
Remuneration:
The successful candidate will receive:
- A basic salary between £33,000-35,000
- A company van
- Healthcare plan
- Employee discount scheme
- Employee assistance programme
- Private healthcare
- Life Assurance
2nd Line Engineer employer: Tela Technology
Contact Detail:
Tela Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft 365 and cloud solutions. Being able to discuss your hands-on experience with these tools during interviews will demonstrate your technical expertise and readiness for the role.
✨Tip Number 2
Highlight any previous experience you have in a Managed Service Provider (MSP) environment. This will show that you understand the unique challenges and demands of the role, making you a more attractive candidate.
✨Tip Number 3
Prepare examples of how you've provided exceptional customer support in past roles. Since Tela Technology values a customer-first approach, showcasing your ability to build relationships and resolve issues effectively will set you apart.
✨Tip Number 4
Demonstrate your team player mentality by discussing experiences where you've collaborated with others or mentored junior staff. This aligns with the company culture at Tela and shows that you're not just technically skilled but also a great fit for their team.
We think you need these skills to ace 2nd Line Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 2nd line support, particularly within an MSP environment. Emphasise your technical skills with cloud solutions and Microsoft 365, as well as any project work you've been involved in.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to work as part of a team. Mention specific examples of how you've provided exceptional support in previous roles and how you can contribute to Tela Technology's customer-first approach.
Highlight Relevant Skills: In your application, clearly outline your technical expertise, especially in areas like ticket logging, remote support, and on-site visits. Include any mentoring experience with junior team members, as this aligns with the role's requirements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a technical support role.
How to prepare for a job interview at Tela Technology
✨Show Your Technical Skills
Be prepared to discuss your technical expertise, especially in areas like cloud solutions and Microsoft 365. You might be asked to solve a problem on the spot, so brush up on relevant technologies and be ready to demonstrate your knowledge.
✨Emphasise Customer Service
Since Tela Technology values a customer-first approach, highlight your experience in providing exceptional customer support. Share specific examples of how you've resolved issues or improved customer satisfaction in previous roles.
✨Demonstrate Team Spirit
This role requires a team player mentality, so be sure to convey your ability to work collaboratively. Discuss experiences where you’ve successfully worked with others, mentored junior staff, or contributed to team projects.
✨Prepare for Hybrid Work Questions
As this is a hybrid role, be ready to discuss your experience with remote work and how you manage your time effectively. Talk about your strategies for staying organised and maintaining communication with your team while working remotely.
