At a Glance
- 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
Cardonet is an excellent employer for those looking to kickstart their career in IT support, offering a vibrant work culture in the heart of London. With competitive salaries, private medical insurance, and 28 days of annual leave, we prioritise employee well-being while providing clear pathways for career growth and development. Join us to be part of a dedicated team that values collaboration, learning, and making a meaningful impact for our clients.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Enginner in London
✨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 Support Enginner in London
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.
