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- Tasks: As a 2nd Line Technician, you'll tackle technical escalations and perform maintenance checks.
- Company: Join Trusted Technology Partnership, a top-rated IT support provider with a friendly culture.
- Benefits: Enjoy hybrid working, profit share, extra leave for birthdays, and free snacks!
- Why this job: Be part of a winning team that values growth, collaboration, and a positive work environment.
- Qualifications: You need IT troubleshooting skills and experience in customer service; ITIL knowledge is a plus.
- Other info: This role offers ongoing training and opportunities for progression within the company.
The predicted salary is between 22000 - 26000 £ per year.
Location: Ringwood, Hampshire, BH24 + Hybrid home working
Salary: £26,000 - £30,000, DOE + Profit Share + Benefits
Hours: 37.5 hours per week
Contract: Full time, Permanent
2nd Line Technician – The Role
We are looking for a 2nd Line Technician to help us deliver outstanding service to our customers. You will be the first point of contact for technical escalations and will perform routine maintenance checks on customer infrastructure. You will also be:
- Receiving technical escalations from 1st Line.
- Performing routine maintenance checks and updates.
- Supporting the 1st line team and knowledge sharing.
- Progressing and closing incidents and requests.
- Liaising with internal and external customers.
Skills & Experience
- A good knowledge of IT troubleshooting and problem solving.
- Experience within an IT customer service environment.
- Taking responsibility for your workload.
- Be helpful and approachable.
- Excellent time management skills.
- Good communicator.
- Working knowledge of ITIL.
The Package
- Ongoing training and support.
- Company Profit Share (first £3,600 is tax free).
- 22 days annual leave plus bank holidays, increasing with length of service.
- Birthday as additional paid leave.
- Additional paid leave (dependent on company performance).
- Company sick pay policy.
- Pension Scheme.
- Private Medical Insurance including dental.
- Free Parking.
- Hybrid Working.
- Progression Opportunities.
- Fresh fruit, the occasional pizza and a posh coffee machine!
Trusted Technology Partnership
Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. We are an Employee Ownership Trust, a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy. We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. Join our friendly company, where a great team and a positive culture await you.
This role is subject to a clear standard DBS check being received. No agencies please.
2nd Line Technician employer: TieTalent
Contact Detail:
TieTalent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Technician
✨Tip Number 1
Familiarise yourself with ITIL principles, as they are mentioned in the job description. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to best practices in IT service management.
✨Tip Number 2
Brush up on your troubleshooting skills and be prepared to discuss specific examples of how you've resolved technical issues in the past. This will show that you can handle the technical escalations you'll face in the role.
✨Tip Number 3
Network with current or former employees of Trusted Technology Partnership if possible. They can provide insights into the company culture and what they value in a 2nd Line Technician, which can give you an edge during the interview.
✨Tip Number 4
Prepare questions to ask during your interview that reflect your interest in the company's growth and your potential role in it. This shows that you're not just looking for any job, but are genuinely interested in contributing to their success.
We think you need these skills to ace 2nd Line Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT troubleshooting and customer service. Use specific examples that demonstrate your problem-solving skills and ability to handle technical escalations.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your familiarity with ITIL and how your skills align with the responsibilities of a 2nd Line Technician.
Showcase Communication Skills: Since the role involves liaising with internal and external customers, emphasise your communication skills. Provide examples of how you've effectively communicated technical information to non-technical users.
Highlight Teamwork Experience: The job requires supporting the 1st line team and knowledge sharing. Include experiences where you collaborated with others, showcasing your ability to work well in a team environment.
How to prepare for a job interview at TieTalent
✨Show Your Technical Skills
As a 2nd Line Technician, you'll need to demonstrate your IT troubleshooting and problem-solving abilities. Be prepared to discuss specific examples of how you've resolved technical issues in the past, as well as any relevant tools or methodologies you used.
✨Emphasise Customer Service Experience
Since this role involves liaising with both internal and external customers, highlight your experience in IT customer service environments. Share instances where you went above and beyond to assist customers, showcasing your helpful and approachable nature.
✨Familiarise Yourself with ITIL
Having a working knowledge of ITIL is essential for this position. Brush up on ITIL principles and be ready to discuss how you've applied them in previous roles, particularly in incident management and service delivery.
✨Demonstrate Time Management Skills
The ability to manage your workload effectively is crucial. Prepare to talk about how you prioritise tasks and handle multiple incidents simultaneously, ensuring that you meet deadlines while maintaining high-quality service.
