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- Tasks: Provide top-notch IT support and resolve complex issues for our clients.
- Company: Join a successful tech company focused on excellence and innovation.
- Benefits: Competitive salary, private medical insurance, and professional development opportunities.
- Other info: Enjoy team events, a mobile phone allowance, and paid volunteer time.
- Why this job: Make a real difference while working with the latest technology.
- Qualifications: 2+ years as a 2nd Line Support Engineer with strong technical skills.
The predicted salary is between 30000 - 40000 £ per year.
Due to our continuous growth, we need more people in the team and we are looking for the best possible team to give our customers the best support. We are in need of a 2nd Line IT Support Engineer. The role lends an experienced and knowledgeable element to day-to-day support. As a 2nd Line IT Support Engineer, you need to use your experience and knowledge to carry out more complex tasks, while also acting as an escalation point for our 1st Line team. You will also be responsible for reviewing the work completed by our 1st Line, as well as effectively escalate issues that you cannot overcome to our 3rd line team in a timely manner. To be effective, you need to be comfortable liaising with clients and should be happy to attend customer sites when required. Your working hours will be Monday to Friday 08.30 – 17.30, with occasional out of hours on-call duties.
Your Responsibilities
- Providing an excellent customer experience at all times.
- Provide support efficiently to a variety of Cardonet’s clients.
- Provide a proactive escalation point as and when required to resolve.
- Liaise with partners and third parties companies to resolve client’s issues.
- Managing client expectations and prioritizing issues.
- Take time to review user and ticket history before attending to any escalated request.
- Accurately log time and keep tickets informative and clear on our ticketing system.
- Work to resolve and respond to issues based on agreed customer SLAs.
- Deal with Field assigned tickets, providing assistance in person or via phone or email as required.
- Create reference articles on our internal knowledgebase.
- On-call 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 virtualisation (Hyper-V / VMware).
- Strong networking skills and backups.
- O365 / MS Exchange.
- Have relevant formal certifications (Microsoft / Azure / CCNA…).
- Really enjoy helping others and providing superb customer service.
- Excellent spoken and written communication skills.
- Good prioritization, organization and troubleshooting skills.
- Can ensure a clear vetting check.
The Package
- Competitive salary (dependent on your experience).
- Private Medical Insurance.
- Part of a happy team that is focused on providing great support.
- Exposure to multiple clients and technology.
- A mobile phone allowance.
- Variety of team events.
- An employee referral bonus.
- Paid time to volunteer for charity work or take part in not for profit activities.
- 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. Therefore, if you feel you are ready to make a real difference and have the right attributes for this role, have the ambition to excel, please apply. Thanks again for your interest in Cardonet and we are looking forward to speaking with you!
2nd Line Support Enginner in London employer: Cardonet
Contact Detail:
Cardonet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Enginner in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for 2nd Line Support roles and practice your answers. We recommend using the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your experience.
✨Tip Number 3
Show off your skills! If you’ve got relevant certifications or projects, don’t hesitate to mention them during interviews. We want to see how your expertise aligns with what we need at Cardonet.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and contributing to our success.
We think you need these skills to ace 2nd Line Support Enginner in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Support Engineer role. Highlight your relevant experience with Active Directory, Microsoft servers, and any formal certifications you have. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing excellent customer support and how your previous roles have prepared you for this position. We love seeing enthusiasm and a personal touch!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex issues in the past. We’re looking for someone who can act as an escalation point, so share specific instances where you’ve successfully resolved challenging problems.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Cardonet
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Active Directory, Microsoft servers, and virtualisation technologies like Hyper-V and VMware. Be ready to discuss your previous experiences and how you've tackled complex issues in the past.
✨Showcase Your Customer Service Skills
Since this role is all about providing excellent customer support, think of examples where you've gone above and beyond for clients. Prepare to share specific instances where your communication skills made a difference in resolving an issue.
✨Understand the Escalation Process
Familiarise yourself with how escalation works between 1st, 2nd, and 3rd line support. Be prepared to explain how you would handle situations that require escalation and what steps you would take to ensure timely resolution.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about the team dynamics, the technologies they use, and their approach to professional development. This shows you're genuinely interested in the role and the company.