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- Tasks: Provide 2nd line IT support and troubleshoot technical issues for customers.
- Company: Join a dynamic tech company focused on innovative solutions.
- Benefits: Enjoy competitive salary, flexible working, and generous holiday allowance.
- Other info: Great opportunities for career growth and professional development.
- Why this job: Make a real difference by solving tech problems and supporting clients.
- 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 TECHNOLOGY LIMITED
Contact Detail:
AGILICO WORKPLACE TECHNOLOGY LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support Engineer in Southampton
✨Tip Number 1
Network, network, network! Reach out to your connections in the IT world, especially those who work in support roles. They might know of openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on common technical questions related to networking and troubleshooting. We recommend practising with a friend or using mock interview platforms to get comfortable.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've diagnosed and resolved issues in past roles. This will demonstrate your capability as a 2nd Line IT Support Engineer.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
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 mention any relevant experience with VoIP services. We want to see how you fit into our team!
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. Keep it concise but engaging – we love a bit of personality!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've diagnosed and resolved technical issues in the past. We’re looking for candidates who can think on their feet and tackle challenges head-on, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen to join the StudySmarter family!
How to prepare for a job interview at AGILICO WORKPLACE TECHNOLOGY LIMITED
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around networking concepts like VLANs, switching, and routing. Be ready to discuss your experience with firewall platforms and VPN connectivity, as these are crucial for the role.
✨Showcase Your Troubleshooting Skills
Prepare to share specific examples of how you've diagnosed and resolved technical issues in the past. Think about times when you performed root cause analysis and implemented preventative measures, as this will demonstrate your problem-solving abilities.
✨Familiarise Yourself with Documentation Practices
Since maintaining accurate technical documentation is key, be ready to talk about your experience with documentation tools and processes. Highlight any instances where your documentation helped improve team knowledge sharing or streamlined operations.
✨Be Ready for Scenario-Based Questions
Expect questions that put you in real-world scenarios, especially related to VoIP troubleshooting or network performance issues. Practise articulating your thought process and the steps you would take to resolve such issues, as this will show your practical understanding of the role.