At a Glance
- Tasks: Provide top-notch IT support and resolve complex issues for clients.
- Company: Join a successful tech company with a focus on excellence and teamwork.
- Benefits: Competitive salary, private medical insurance, and professional development opportunities.
- Other info: Enjoy team events, charity volunteering, and a supportive work environment.
- Why this job: Be part of a dynamic team and work with the latest technologies.
- Qualifications: 2+ years as a 2nd Line Support Engineer with strong technical skills.
The predicted salary is between 30000 - 40000 £ per year.
As a 2nd Line IT Support Engineer, you will use your experience and knowledge to carry out more complex tasks and act as an escalation point for our 1st Line team. You will review work completed by the 1st Line and effectively escalate unresolved issues to the 3rd line team in a timely manner. Comfortable liaising with clients and attending customer sites when required is essential. Your working hours will be Monday to Friday 08:30 – 17:30, with occasional out‑of‑hours on‑call duties.
Your Responsibilities
- Provide an excellent customer experience at all times.
- Support efficiently a variety of Cardonet’s clients.
- Act as a proactive escalation point as required to resolve issues.
- Liaise with partners and third‑party companies to resolve client issues.
- Manage client expectations and prioritise issues.
- Review user and ticket history before attending to any escalated request.
- Accurately log time and keep tickets informative and clear in our ticketing system.
- Resolve and respond to issues based on agreed customer SLAs.
- Handle field‑assigned tickets, providing assistance in person, by phone or email as required.
- Create reference articles on our internal knowledgebase.
- Participate in on‑call duties when required.
Your Attributes
- Previous relevant experience as a Support Engineer (at least 2 years as a 2nd line).
- Extensive experience with Active Directory, Microsoft servers and VMware.
- Strong networking skills, virtual environments and storage.
- Enjoy helping others and providing superb customer service.
- Excellent spoken and written communication skills.
- Good prioritisation, organisation and troubleshooting skills.
The Package
- Competitive salary (dependent on your experience)
- Private Medical Insurance
- Part of a happy team focused on providing great support
- Exposure to multiple clients and technologies
- Variety of team events
- Employee referral bonus
- Paid time to volunteer for charity work or take part in not‑for‑profit activities
- Anniversary rewards
- Professional development and training
This is an exciting opportunity to join a hugely successful company that always works with the latest technology and strives for excellence. Cardonet is an equal opportunities employer.
2nd Line IT Support Engineer employer: Cardonet
Cardonet is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary and comprehensive benefits including private medical insurance. With a vibrant work culture centred around teamwork and customer satisfaction, employees enjoy exposure to diverse technologies and clients, along with opportunities for professional development and community engagement through volunteer initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Cardonet values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Cardonet might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Cardonet!
✨Direct Apply to Cardonet
Let's not forget to apply directly through the Cardonet website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line IT Support Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Cardonet.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Cardonet. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Cardonet
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
