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For Companies At a Glance
- Tasks: Provide top-notch support to clients, troubleshoot issues, and manage ticketing systems.
- Company: Join a dynamic team at Dual Inventive, a leader in innovative technology solutions.
- Benefits: Enjoy a competitive salary, potential for remote work, and opportunities for professional growth.
- Why this job: Be part of a collaborative culture that values your input and offers real-world impact.
- Qualifications: A technical background with relevant qualifications and a passion for technology is essential.
- Other info: Contact Graham Lewis for an informal chat before applying!
The predicted salary is between 29000 - 36000 £ per year.
Second Line Support Engineer
Operations Team
UK Office Base
Permanent, Full-time
Salary £34k to £36k dependent on experience
What does the role require?
We\’re looking for someone who will proactively ensure that all clients receive exceptional Customer service during all contact with the Service Desk, ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agreed service levels.
What you\’ll do:
Core Accountabilities:
- Assist our clients with issues and support, fixing or escalating issues as appropriate – this may require site visits
- Ticketing of both client/internal issues
- Monitor ticketing systems alongside First Line Support to analyse trends
- Update tickets with new information from clients/tests
- Assist the Senior Engineer in troubleshooting returned devices, when required
- Proactive monitoring of deployed devices for issues
- Support the gathering of data for testing and debugging
- Support with new product introduction, developing product specifications and software for customers
- Deliver digital training of our products and systems to client users, where required (e.g. Insight)
- Assist First Line Support engineers to resolve issues
- Accept and support on issues from First Line Support that require escalation
- Adhere to defined KPIs and meet the expected SLAs.
- Consistently contribute to and update documentation.
- Answer calls and respond to tickets from customers when First Line Support is busy
- Manage, prioritise and respond promptly and effectively to assigned tickets through to satisfactory conclusion according to SLA targets, logging time and keeping comprehensive records in tickets
- Work as part of a team to resolve the target number of tickets each day
- Manage the timely, effective escalation of tickets to 3rd Line Support Team as necessary
- Cover on call duties, as required, by the departmental on call rota
A full job description is available on request from HR.
What you\’ll bring:
Required:
- A technical background, ideally with a relevant degree, NVQ or BTEC qualification, including some practical experience
- Understanding of UK rail industry, ideally with PTS and COSS tickets but not essential
- Basic understanding of electrical principles
- Ability to work under pressure, to a high standard to meet targets
- Affinity with technology (learning new systems)
- Strong communicator, with good verbal and written communication skills
- Ability to work on your own and as part of a team
If you think you like the sound of it but would like an informal chat about it before applying, please contact Graham Lewis, Second Line Support Manager, Dual Inventive.
If you know you\’d like to apply, please go ahead and do so (but please make your current manager aware first). #J-18808-Ljbffr
Second Line Support Engineer - UK employer: Dual Inventive
Contact Detail:
Dual Inventive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Second Line Support Engineer - UK
✨Tip Number 1
Familiarise yourself with the UK rail industry, as understanding its nuances can set you apart from other candidates. Research common issues faced in this sector and think about how your technical skills can help resolve them.
✨Tip Number 2
Brush up on your ticketing system knowledge. Being able to demonstrate familiarity with ticketing processes and how to effectively manage and escalate tickets will show that you're ready to hit the ground running.
✨Tip Number 3
Prepare to discuss your experience with troubleshooting and problem-solving. Think of specific examples where you've successfully resolved technical issues, as this will highlight your capability to handle the responsibilities of the role.
✨Tip Number 4
If you're interested in the role but have questions, don't hesitate to reach out to Graham Lewis for an informal chat. This shows initiative and gives you a chance to learn more about the team and expectations before applying.
We think you need these skills to ace Second Line Support Engineer - UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the role of a Second Line Support Engineer. Emphasise your technical background, communication skills, and any experience in customer service.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job description. Mention your understanding of the UK rail industry and how your skills can contribute to exceptional customer service and operational support.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully resolved technical issues in the past. This will demonstrate your ability to troubleshoot and escalate problems effectively.
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.
How to prepare for a job interview at Dual Inventive
✨Showcase Your Technical Knowledge
Make sure to brush up on your technical skills and knowledge relevant to the role. Be prepared to discuss your experience with troubleshooting, ticketing systems, and any specific technologies mentioned in the job description.
✨Demonstrate Customer Service Skills
Since the role focuses heavily on customer service, think of examples where you've provided exceptional support. Highlight your ability to communicate effectively and resolve issues promptly, as this will be key in impressing the interviewers.
✨Understand the Industry
Familiarise yourself with the UK rail industry and any relevant regulations or standards. Even if you don't have PTS and COSS tickets, showing that you understand the context of the work can set you apart from other candidates.
✨Prepare Questions for the Interviewers
Have a few thoughtful questions ready to ask during the interview. This shows your interest in the role and the company, and it gives you a chance to assess if the position is the right fit for you.
