At a Glance
- Tasks: Provide 2nd line IT support and troubleshoot technical issues for customers.
- Company: Agilico, a dynamic tech company focused on customer satisfaction.
- Benefits: Competitive salary, 23-28 days holiday, healthcare cash plan, and remote work options.
- Other info: Opportunity for career growth in a supportive environment.
- Why this job: Join a team where you can solve real problems and enhance your tech skills.
- Qualifications: Strong networking knowledge and experience with Windows systems required.
The predicted salary is between 30000 - 40000 £ per year.
This role provides technical support across customer environments, acting as an escalation point for issues that cannot be resolved by the Service Desk. The role focuses primarily on business-as-usual (BAU) support and project delivery, ensuring customer infrastructure and services remain stable, secure and well maintained. As the organisation also delivers hosted telecoms services, the role may occasionally involve assisting with VoIP-related troubleshooting where network or infrastructure configuration impacts service performance.
Key Duties
- Technical Support
- Act as an escalation point for incidents and service requests.
- Diagnose and resolve technical issues escalated by the Service Desk.
- Perform troubleshooting across customer environments to identify and resolve underlying issues.
- Carry out root cause analysis and implement preventative actions where recurring problems are identified.
- Manage escalated support tickets through Connectwise, ensuring accurate documentation and time logging.
- Provide remote and occasional on-site technical support where required.
- Project Delivery
- Participate in the delivery of infrastructure and system deployment projects.
- Support planning, testing and implementation activities for infrastructure upgrades and migrations.
- Carry out project tasks including system configuration, deployments and customer onboarding activities.
- Work with internal teams and suppliers to ensure projects are delivered successfully.
- Networking and Connectivity
- Troubleshoot networking issues affecting customer infrastructure and services.
- Investigate problems involving switching, routing, wireless connectivity and firewall configuration.
- Assist with configuration and support of managed firewall platforms including VPN connectivity and security policies.
- Use diagnostic tools and monitoring systems to identify network performance issues.
- Telecoms Support
- Assist with troubleshooting of hosted VoIP services where infrastructure or network issues impact performance.
- Investigate connectivity or configuration issues affecting voice services when required.
- Collaborate with telecoms specialists when deeper product-level investigation is needed.
- Documentation
- Maintain accurate technical documentation including configuration records, network diagrams and operational procedures.
- Ensure customer environments are properly documented within internal systems.
- Document troubleshooting procedures and resolutions to support team knowledge sharing.
Technical Skills
- Strong knowledge of networking concepts including VLANs, switching, routing and wireless infrastructure.
- Experience configuring and troubleshooting firewall platforms and VPN connectivity.
- Solid experience supporting Windows operating systems, Windows Server and Active Directory environments.
- Experience using monitoring tools and diagnostic utilities to investigate technical issues.
- Understanding of IT security best practices including patching, access control and endpoint protection.
What’s in it for you:
- In return for your hard work we offer a competitive salary and benefits package, to include:
- 23 days holiday rising to 28, plus bank holidays.
- Pension Scheme.
- Healthcare Cashplan.
- Voucher and discount hub.
- Cycle to work scheme.
- Free Parking.
- Ability to work from home.
Due to the high volume of applications, we are unable to respond to each candidate individually. If you do not receive any communication from Agilico within 14 days, please assume that your application has not been successful.
2nd Line IT Support Engineer in Southampton employer: Agilico Workplace Technologies
Agilico is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary alongside a comprehensive benefits package including generous holiday entitlement and a healthcare cash plan. Our collaborative work culture fosters innovation and teamwork, while the opportunity to work from home provides flexibility, making it an ideal environment for IT Support Engineers looking to thrive in their careers in Southampton.
Contact Details:
Agilico Workplace Technologies Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer in Southampton
✨Tip Number 1
Network like a pro! Attend local tech meetups or online forums related to IT support. You never know who might be looking for someone with your skills, and it’s a great way to get your name out there.
✨Tip Number 2
Practice your troubleshooting skills! Set up a home lab where you can simulate network issues and practice resolving them. This hands-on experience will not only boost your confidence but also impress potential employers.
✨Tip Number 3
Don’t just apply; engage! When you find a job on our website that excites you, reach out to the hiring manager on LinkedIn. A friendly message expressing your interest can set you apart from the crowd.
✨Tip Number 4
Prepare for the technical interview! Brush up on your knowledge of networking concepts and troubleshooting techniques. Practising common interview questions can help you articulate your thought process during problem-solving scenarios.
We think you need these skills to ace 2nd Line IT Support Engineer in Southampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line IT Support Engineer role. Highlight your technical skills, especially in networking and troubleshooting, and showcase any relevant experience with VoIP services or project delivery.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills align with our needs. Don’t forget to mention any specific projects or achievements that demonstrate your expertise.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've diagnosed and resolved technical issues in the past. We love seeing candidates who can think critically and act decisively when faced with challenges!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Agilico Workplace Technologies
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around networking concepts, firewall configurations, and VoIP troubleshooting. Be ready to discuss specific scenarios where you've diagnosed and resolved issues, as this will show your practical experience.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've handled escalated support tickets or complex technical problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and ability to implement preventative measures.
✨Familiarise Yourself with Their Tools
If you know the company uses specific tools like Connectwise for ticket management, do a bit of research on them. Being able to speak about how you've used similar tools in the past can give you an edge and demonstrate your readiness to hit the ground running.
✨Ask Insightful Questions
Prepare some thoughtful questions about their current projects or challenges they face in IT support. This shows your genuine interest in the role and helps you gauge if the company is the right fit for you. Plus, it gives you a chance to showcase your knowledge about the industry!
