At a Glance
- Tasks: Provide top-notch technical support and perform routine maintenance checks for customers.
- Company: Join a friendly, award-winning IT support company with a positive culture.
- Benefits: Enjoy competitive salary, profit share, hybrid working, and private medical insurance.
- Other info: Ongoing training, progression opportunities, and a fun work environment await you.
- Why this job: Make a real impact in tech while developing your skills and career.
- Qualifications: 2+ years in 2nd Line support with strong IT troubleshooting skills.
The predicted salary is between 26000 - 30000 £ per year.
Location: Ringwood, Hampshire
Salary: £26,000 - £30,000 DOE + Profit Share + Benefits
Hours: 37.5 hours per week; Hybrid home working after successful completion of probation
The Role
We are looking for an experienced 2nd Line Technician with a keen interest in delivering outstanding customer service to our customers. You will be the first point of contact for technical escalations and will perform routine maintenance checks on customer infrastructure.
- 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.
- On the job training for systems, hardware and software, including but not limited to Microsoft Endpoint Configuration Manager / System Centre Configuration Manager, Windows 11, SonicWall Firewalls, Fortinet Switches, and Microsoft Defender for Endpoint.
- Role-specific training is available through Microsoft Learn.
Skills and Experience:
- At least 2 years' experience in a 2nd Line role.
- 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.
- Experience using Microsoft services.
This role is subject to a clear standard DBS check being received.
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 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.
2nd Line Support Technician in Ringwood employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Technician in Ringwood
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. 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 All The Top Bananas 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 2nd Line Support Technician in Ringwood
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 All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas 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 All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨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.
