At a Glance
- Tasks: Provide essential IT support and tackle complex tech issues for clients.
- Company: Join a dynamic tech company that values collaboration and innovation.
- Benefits: Enjoy competitive salary, 22 days holiday, and a personal development plan.
- Other info: Hybrid working available with excellent growth opportunities.
- Why this job: Make a real impact while advancing your IT career in a supportive environment.
- Qualifications: Experience in IT support and strong problem-solving skills required.
The predicted salary is between 40000 - 60000 £ per year.
What’s the role?
As a 2nd Line Support Technician, you will be integral to the daily support and maintenance of our clients' IT, telephony, and connectivity infrastructure.
In this role, you'll provide essential technical support to end users, tackle complex issues across our technology portfolio, and enhance the effectiveness of our support-team.
This is a hybrid role, ideal for a driven IT professional ready to advance their career.
Key tasks
- BAU Ticket Management: Handle day-to-day business-as-usual (BAU) tickets.
- Second-Line Technical Support: Deliver prompt, second-line technical assistance for end-user hardware and software issues.
- Incident Diagnosis and Resolution: Tackle escalated IT incidents in collaboration with first-line support and vendors.
- Hardware and Software Maintenance: Configure, and maintain computer hardware, software, and peripherals.
- Network Troubleshooting: Manage network-related issues, including connectivity, access point, switches, routers, and configuration.
- Telephony System Support: Resolve issues with Vo IP systems and associated connectivity.
- Audio-Visual System Support: Address problems in Teams Meeting Room environments and Content Management Systems (CMS).
- First-Line Team Support: Assist first-line support through one-on-one mentoring in relation to 1 st line ticket responsibilities.
- Continuous Improvement: Stay current with industry trends and emerging technologies to enhance support initiatives.
- Trend Spotting: Identify common query types and implement service improvements to pro-actively tackle these in conjunction with 3rd line team.
- Achieve and maintain learning and certification paths in line with the business needs.
- Basic configurations for BAU connectivity hardware, i. e. hardware and routers.
- Rota based out of hours onsite event support will be required.
- Occasional customer onsite support may be required.
- Working hours are shift based on a rota (8:00-16:30 / 09:30-18:00)
What will you bring?
Competencies
- Customer-Focused: Committed to delivering responsive solutions to IT and telecom challenges.
- Analytical Thinker: Skilled in troubleshooting and identifying solutions efficiently.
- Customer-Focused Attitude: Dedicated to meeting and exceeding customer expectations.
- Professional Communication: Engages third parties confidently and assures priority to accounts.
- Effective Communicator: Friendly, confident phone manner and strong written communication skills.
- Business-Savvy: Identifies opportunities for improvement with excellent time management.
- Adaptable: Thrives in a fast-paced, evolving environment.
- Detail-Oriented: Manages multiple queries simultaneously with strong attention to detail.
- Self-Motivated: Displays a strong desire to learn and grow.
Experience
- Proven experience as a 2nd Line Support Technician/Engineer or comparable role, with consistent high performance.
- Skilled in cloud, hardware, software, and network issue resolution.
- Strong knowledge of Microsoft operating systems.
- Experience with Active Directory, Group Policy, and related tasks.
- Experience with Vo IP systems, connectivity and AV is advantageous
- Familiarity with the Microsoft suite, including Admin Centre, Azure, Entra ID and lntune
Qualifications
- GCSE Maths & English Language Grade 5 or above (or recognised equivalent qualification)
- Relevant industry certifications (Comp TIA A+ and Microsoft MS900, AZ900, MDI 00/I 01 /I 02 preferred)
What is in it for you?
- A competitive salary
- 22 days holiday plus an extra day for your birthday, increasing to 25 days holiday in your 2 nd year
- Pension scheme
- NHS Healthcare Top-Up Cash Plan (money back on everyday medical expenses)
- Death in Service (3 x salary)
- Discount scheme on entertainment/shopping/leisure activities
- Personal development plan with dedicated self-development time
- Industry recognised certified training will be supplied with a time matched model
- Hybrid based working is available, subject to performance
Culture & environment
We believe in working hard, supporting each other, and celebrating success.
Collaboration, innovation, and a shared drive to make an impact define our culture.
We encourage fresh thinking, value creativity, and always look for ways to improve.
Our fast-paced, dynamic team enjoys what we do and has fun along the way.
If you want to be part of a company where your work is valued, your ideas matter, and your contributions make a difference, dbfb is the place for you.
All employees are measured on the following core standards
- Customer Focused
- Accountable
- Commercially Aware
- Team Working/Collaboration
- Innovative
To continuously develop and embed our commitment to our internal brand behaviour and culture we are looking for someone who will bring to the business some or all of the following strengths:
RESPONSIBILITY
- People who are especially talented in the Responsibility theme take psychological ownership of what they say they will do.
They are committed to stable values such as honesty and loyalty.
- ACHIEVER
- People who are especially talented in the Achiever theme have a great deal of stamina and work hard. They take great satisfaction from being busy and productive.
- DEVELOPER
- People who are especially talented in the Developer theme recognise and cultivate the potential in others.
They spot the signs of each small improvement and derive satisfaction from these improvements.
- ANALYTICAL
- People who are especially talented in the Analytical theme search for reasons and causes. They can think about all the factors that might affect a situation.
- RESTORATIVE
- People who are especially talented in the Restorative theme are adept at dealing with problems. They are good at figuring out what is wrong and resolving it.
2nd Line Support Technician in Northampton employer: Database for Business
At dbfb, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through tailored personal development plans and industry-recognised training, ensuring you have the tools to advance your career in a supportive hybrid environment. With competitive benefits including generous holiday allowances and a focus on work-life balance, joining our dynamic team means being part of a company where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Technician in Northampton
✨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 Database for Business 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 Database for Business 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 Database for Business!
✨Direct Apply to Database for Business
Let's not forget to apply directly through the Database for Business 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 Technician in Northampton
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 Database for Business.
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 Database for Business. 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 Database for Business
✨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.
