At a Glance
- Tasks: Resolve customer IT and Telecoms issues via phone, email, and remote support.
- Company: Join Aerial Direct, a leading independent telecommunications provider.
- Benefits: Enjoy holiday perks, birthday off, wellbeing support, and a company pension scheme.
- Other info: Be part of a dynamic environment with regular events and recognition for your contributions.
- Why this job: Elevate your career in service delivery with a supportive team and growth opportunities.
- Qualifications: Experience in SIP, networking, Microsoft 365, and customer service.
The predicted salary is between 30000 - 40000 £ per year.
The Service Delivery team plays a key role in supporting our customers, and we’re looking for a new 2nd Line Service Desk Engineer to join them. Based in our newly refurbished Fareham offices and reporting to the Service Desk Team Lead, you will be responsible for resolving escalated phone, email, and remote enquiries from our IT and Telecoms customers, delivering excellent service and technical expertise across a wide range of issues.
This would represent a great opportunity if you’re looking to take your career working in service delivery support to the next level – a fantastic role with a proven development track, in a company committed to the growth of our employees.
What do we offer?
- Holiday rising with each year of service
- Your Birthday Off - after all it's the most important day of the year!
- Buy/Sell holiday scheme
- Access to Perkbox platform
- Free eye tests & support towards glasses
- Our Employee Assistance Programme offering confidential Wellbeing Support
- Regular events and activities throughout the year including our famous Christmas Party & Employee Awards!
- Company pension scheme
You’ll get involved in:
- Responding to customer faults and issues raised to the helpdesk either by phone or email resolving them within SLA.
- Programming, maintenance, and support of a range of systems
- Wi-Fi solutions
- Integration of CRM systems.
- Backup solutions
- Delivering training on all Aerial Direct offered services
- Working to resolve technical customer complaints
- Identify potential cross sell and upsell opportunities with existing customers to pass on to the sales teams
- To document all Customer product and services ensuring security and standards are adhered to.
- Acting as the face of Aerial Direct and provide top class industry leading Customer Service.
Ideally, you’ll have experience of:
- SIP, including configuration, protocol and SIP trunking.
- High level of IP understanding, networking, and VLAN.
- Microsoft 365 migration and new tenant set up.
- Cabling to a high level
- Hosted and PBX Telecoms configuration and fault finding
- Router configuration
- Programming, maintenance and support of Hosted Telephony Solutions – IP Cortex, Gamma.
- Integration of CRM systems.
- Programming, maintenance and support of Virtual PBX.
- Programming, maintenance and support of Cabling and Networking, including switches.
- Access points and point to point solutions – Ubiquiti.
- Programming, maintenance and support of Routers and Firewalls for Leased Lines and other Connectivity – Draytek, WatchGuard.
- Wi-Fi solutions – Ubiquiti.
- Programming and support of Laptops or Desktops – Dell and HP.
- Programming, maintenance and support of Servers – Virtual and on Prem.
- Programming, maintenance and support of Microsoft 365, Anti-Virus, Remote Management Systems and Backup solutions.
- Door entry system programming, maintenance and support.
- Fault finding and testing.
- Training Customers.
It would be great if you have:
- Microsoft qualifications
Who are we?
We exist to enable our customers to have the conversations that matter. We do this through effective partnerships and a great customer experience. Working at Aerial Direct offers the opportunity to be part of a supportive and professional environment where your contribution is recognised and valued. We believe in giving our employees the tools, training, and support they need to succeed, while providing opportunities to develop new skills and grow within the business. You'll work on a variety of tasks, collaborate with different teams across the organisation, and play an important role in the day-to-day success of the company. We are proud to be one of the UKs leading independent providers of telecommunications. We are equally as proud of our employees who have helped us become one of the largest O2 partners in the UK.
Our Process
- Step 1: Is there a fit? You’ll have a chat with our Talent Acquisition team, talk through your past experiences and what it is you’re looking for from your career
- Step 2: Meet with your would-be manager, our Service Desk Team Lead, and a member of the team to talk through your motivations, whilst also getting a feeling for Aerial Direct. You’ll run through a few scenario based questions, and get the opportunity to ask anything you’d like to learn about.
- Step 3: If it looks like a good fit from both sides, we’ll be looking to make you an offer!
Our Values:
- All: We are one team enabling each other and the business to thrive
- Elite: We will be the very best that we can be for our customers and our colleagues
- Respectful: We show respect for our environment, our people and above all else, our customers
- Impeccable: We will deliver the best customer experience and service in all we do
- Agile: We’re always looking to be one step ahead, quick to move, and to anticipate our customers’ needs
- Limitless: We seek continuous improvement in order to grow and develop the business
Second Line Support Engineer in Fareham employer: Aerial Direct
Aerial Direct is an exceptional employer, offering a supportive and professional environment where your contributions are recognised and valued. With a commitment to employee growth, we provide extensive training and development opportunities, alongside unique benefits such as a birthday off, a buy/sell holiday scheme, and regular team events that foster a vibrant work culture in our newly refurbished Fareham offices.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Engineer in Fareham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aerial Direct. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aerial Direct before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Second Line Support Engineer in Fareham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aerial Direct:Your cover letter is your chance to shine! Tell us why you want to work at Aerial Direct specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aerial Direct!
How to prepare for a job interview at Aerial Direct
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
