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- Tasks: Provide expert technical support and resolve complex issues for users.
- Company: Join a dynamic IT support team focused on exceptional service.
- Benefits: Enjoy a supportive environment with opportunities for professional development.
- Why this job: Make a real difference in user productivity while working with cutting-edge technology.
- Qualifications: Minimum 3 years in technical support; strong diagnostic and analytical skills required.
- Other info: Ideal for proactive individuals with excellent communication and multitasking abilities.
The predicted salary is between 28800 - 43200 £ per year.
We are seeking a skilled 2nd Line Support Helpdesk Specialist to join our dynamic IT support team. This role is central to delivering exceptional technical support for our comprehensive range of software and hardware solutions. You'll be the problem-solving hero our users turn to when first-line support needs escalation, providing expert diagnostic evaluation and resolution services that keep our operations running smoothly.
The successful candidate will demonstrate excellent judgment, technical expertise, and a customer-first approach while maintaining accurate documentation and ensuring timely resolution of all technical issues.
Key Responsibilities- Provide comprehensive second-level support for all standard software and hardware platforms
- Diagnose, research, and resolve complex technical problems with precision and efficiency
- Respond promptly to telephone, email, and in-person requests for technical assistance
- Log, track, and monitor support tickets using designated systems, ensuring proper prioritization and escalation
- Deliver quality service to both internal and external customers while maintaining professional standards
- Provide product training, knowledge transfer, and technical expertise to end users
- Brief customers and management on resolution progress and attend regular team meetings
- Maintain excellent telephone presence with strong follow-up capabilities
- Identify recurring issues and trends in support requests
- Develop comprehensive documentation to address frequently reported problems
- Recommend system and procedural improvements to enhance user experience
- Access and utilize software updates, drivers, knowledge bases, and FAQ resources
- Minimum 3 years' experience in a technical support environment
- Strong diagnostic and analytical abilities for software and general IT applications
- Advanced computer literacy with emphasis on software installations and troubleshooting
- Proficiency in Microsoft applications, database systems, and internet protocols
- Understanding of networking fundamentals and system functionality
- Excellent multitasking abilities with a strong sense of urgency
- Positive attitude and resilience under pressure
- Proactive approach with ability to take ownership of projects
- Strong relationship-building skills, both internally and externally
- Exceptional verbal and written communication skills
- Customer-focused mindset with service-oriented attitude
- Technical Trade qualification or Engineering degree (2-4 years)
- Previous training in electrical, mechanical, software, or related technical fields
- Experience with enterprise-level support ticketing systems
Join my client's team and become part of a supportive environment where your technical expertise will be valued and your professional development encouraged. This role offers the opportunity to work with cutting-edge technology while making a real difference to user productivity and satisfaction.
Contact Detail:
WUNDERTALENT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Helpdesk Specialist - Chelmsford - £36,000
✨Tip Number 1
Familiarise yourself with common technical issues and solutions related to the software and hardware platforms mentioned in the job description. This will not only boost your confidence but also prepare you for potential questions during the interview.
✨Tip Number 2
Brush up on your customer service skills, as this role emphasises a customer-first approach. Practising how to handle difficult situations or irate customers can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of the company through platforms like LinkedIn. They can provide valuable insights into the company culture and the specific challenges faced by the support team.
✨Tip Number 4
Prepare examples from your past experience that demonstrate your problem-solving abilities and technical expertise. Be ready to discuss how you've successfully resolved complex issues in previous roles.
We think you need these skills to ace 2nd Line Support Helpdesk Specialist - Chelmsford - £36,000
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially any roles where you've provided second-line support. Emphasise your diagnostic skills and familiarity with software and hardware solutions.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your problem-solving abilities and customer service skills, aligning them with the job description.
Showcase Technical Skills: Clearly outline your technical skills in your application. Include your proficiency with Microsoft applications, database systems, and any experience with enterprise-level support ticketing systems, as these are crucial for the role.
Highlight Soft Skills: Don't forget to mention your soft skills, such as communication, multitasking, and relationship-building. These are essential for delivering quality service and maintaining a customer-focused mindset.
How to prepare for a job interview at WUNDERTALENT
✨Showcase Your Technical Skills
Be prepared to discuss your technical expertise in detail. Highlight your experience with software installations, troubleshooting, and any specific tools or systems you've used in previous roles. This is your chance to demonstrate your diagnostic and analytical abilities.
✨Emphasise Customer Service Experience
Since this role requires a customer-first approach, share examples of how you've successfully resolved user issues in the past. Discuss your communication skills and how you maintain professionalism while delivering quality service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenarios where you might need to diagnose a complex issue or handle a difficult customer. Practising these responses can help you articulate your thought process clearly during the interview.
✨Demonstrate Proactivity and Ownership
Highlight instances where you've taken initiative to improve processes or documentation in your previous roles. This shows that you're not just reactive but also proactive in enhancing user experience and operational efficiency.
