At a Glance
- Tasks: Provide 2nd Line support, troubleshoot issues, and assist with installations.
- Company: A friendly Managed Service Provider focused on employee growth.
- Benefits: Up to £35,000 salary, paid overtime, bonuses, and training opportunities.
- Other info: Enjoy a positive work environment with clear progression and recognition.
- Why this job: Join a supportive team and develop your technical skills while making an impact.
- Qualifications: Experience in 2nd Line support and strong problem-solving skills required.
The predicted salary is between 31500 - 38500 £ per year.
Up to £35,000
Monday to Friday, 8:30am–5:30pm
Overtime paid for additional project work
Do you enjoy getting to the bottom of technical issues rather than simply passing them on? Are you ready to take greater ownership of escalated support queries and project work? Would you like to join a friendly, collaborative team where your contribution is recognised and your technical skills can continue to develop? If so, this could be a great next step.
We are recruiting for a well-established and steadily growing Managed Service Provider based in Paddock Wood. As the business continues to welcome new customers, they are looking for an experienced 2nd Line Support Engineer to join their service desk team. This is a varied position where you will provide both remote and onsite support, act as an escalation point for 1st Line engineers and assist with technical installations and customer projects.
What You Will Be Doing
- Providing 2nd Line remote and onsite technical support to a wide range of customers
- Acting as an escalation point for the 1st Line support team
- Investigating and resolving technical issues within agreed SLAs
- Assisting with installations, migrations and project work
- Prioritising and managing your own support tickets
- Creating and maintaining clear technical documentation
- Communicating with customers throughout the resolution process
- Contributing to the out-of-hours rota when required
What They Are Looking For
Ideally, you will already have experience working within an MSP, IT service provider or busy technical support environment. You will also need:
- Previous experience providing support at 2nd Line level
- Strong troubleshooting and problem-solving skills
- A confident and professional approach to customer communication
- The ability to manage competing priorities and take ownership of technical issues
- A willingness to support colleagues and share technical knowledge
- A full UK driving licence for occasional customer site visits
You should have experience across most of the following technologies:
- Microsoft 365 and SharePoint
- Windows desktop operating systems
- Windows Server
- Active Directory and Group Policy
- Microsoft Azure
- Hyper-V and VMware
- Networking, including switches, routers, firewalls, DHCP and DNS
- WatchGuard firewalls or similar security technologies
- Antivirus and endpoint security
- Printers and peripheral devices
- Microsoft Office
Experience supporting older or legacy Microsoft environments would also be useful.
What Is in It for You?
This is a company that genuinely values its people and wants employees to build a long-term career within the business. You can expect:
- A salary of up to £35,000, depending on experience
- Paid overtime for additional project work
- Annual salary reviews
- Christmas bonuses
- Paid technical training and development
- Clear progression opportunities, with salary growth as your skills develop
- Support and flexibility when family commitments arise
- A friendly, positive and team-focused working environment
- A workplace where achievements are recognised — and the occasional pizza-fuelled afternoon keeps things enjoyable
This would suit an experienced 2nd Line Support Engineer who enjoys variety, wants to continue developing technically and would value being part of a supportive and growing MSP.
2nd Line Support Engineer employer: Artemis Clarke Ltd
Artemis Clarke Ltd is an exceptional employer, offering a vibrant work culture at Bluewater that fosters teamwork and personal growth. With a focus on employee development through training opportunities and a competitive bonus scheme, we ensure our Store Managers are well-equipped to lead their teams to success while enjoying attractive employee discounts. Join us to be part of a dynamic retail environment where your passion for sales and leadership can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Artemis Clarke Ltd. 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 Artemis Clarke Ltd 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 Engineer
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 Artemis Clarke Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Artemis Clarke Ltd 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 Artemis Clarke Ltd!
How to prepare for a job interview at Artemis Clarke Ltd
✨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.
