At a Glance
- Tasks: Provide top-notch IT support and manage customer queries efficiently.
- Company: Fast-growing tech company with a strong team ethos and innovative culture.
- Benefits: Competitive salary, 25 days holiday, training opportunities, and a fun breakout room.
- Other info: On-call duty every 5/6 weeks; enjoy a vibrant workplace with a pool table!
- Why this job: Join a supportive team and develop your career in a dynamic environment.
- Qualifications: Experience with ITIL service desk, Active Directory, and excellent communication skills.
The predicted salary is between 31500 - 38500 £ per year.
- 2nd Line Support Engineer
- Whiteley, Hampshire
- Office based
Overview of the Role
Our client is recruiting for a Dedicated 2nd Line IT Service Desk Engineer to support one of their market leading, innovative customers.
You will be based at their head office in Whiteley and sit with their knowledgeable Service Desk who will fully support you in your day to day.
You will be utilising your excellent and prompt customer support skills and will represent our client in a professional and courteous manner over the phone, email and face to face.
This role does have an on-call expectation which is once every 5/6 weeks.
Who is Our Client?
They are a fast-growing technology company based in Whiteley, located on the outskirts of Fareham.
They are an award winning Managed Service Provider servicing the UK and Europe.
Our client has a strong team ethos which has enabled them to deliver exceptional service to their clients for over 25 years.
When you join them, you will be part of their forward thinking team, where you will be supported by not only your manager and the leadership team but your colleagues as well.
They will give you everything you will need to develop your career with them.
Benefits of working for Our Client
- A competitive salary.
- Training opportunities set out with a clear training structure.
- Progressive working environment with access to voice your opinions to decision makers.
- 25 days holiday plus bank holidays.
- Birthday day.
- Flexi Health plan cover.
- IT Purchasing Scheme.
- Company Pension.
- A brilliant breakout room which provides a free breakfast and a pool table
- Duties and Responsibilities of their Dedicated 2nd Line IT Service Desk Engineer:
- To provide excellent customer care and support through efficient and organised ticket management
- Providing first response fixes to customers via the phone, face to face, or email
- Providing resolution to incidents, requests, and appropriately escalating all others
- Ticket triage – assessing ticket priorities and escalating when required.
- Liaising with third parties and customers with regards to incident resolution and requests.
- Handling customer requests and escalated according to company procedures.
- Manage work queues and prioritise events, ensuring compliance with SLAs.
- Assist the service desk team leader in managing their service desk in such a way as to deliver excellent customer service.
- Work efficiently and productively to achieve and exceed SLA’s and KPI’s.
Your Previous experience
- Experience with how an ITIL service desk runs.
- Active Directory configuration and administration
- An understanding of Group Policy
- General networking skills
- An understanding of DNS
- Good understanding of Office 365
- Good understanding of Microsoft Azure
- An understanding of Microsoft Intune
Essential Skills
- Excellent communication skills
- Organisational skills
- Results driven with a proven track record of achieving.
- Team player
- Self-motivated and proactive
- Ability to be resilient and to work under pressure.
- #J-18808-Ljbffr
2nd Line Support Engineer employer: GET STAFFED ONLINE RECRUITMENT LIMITED
Our client is an exceptional employer, offering a dynamic and supportive work environment that prioritises the wellbeing of both employees and the young people they serve. With a strong focus on professional development and creative innovation, staff are encouraged to grow within their roles while making a meaningful impact in the community. Located in the vibrant areas of Huntingdon and Peterborough, this charity provides a unique opportunity to contribute to vital mental health services for young people aged 13-25, all while enjoying a flexible and collaborative workplace culture.
Contact Details:
GET STAFFED ONLINE RECRUITMENT LIMITED Recruitment Team
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 GET STAFFED ONLINE RECRUITMENT LIMITED. 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 GET STAFFED ONLINE RECRUITMENT LIMITED 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 GET STAFFED ONLINE RECRUITMENT LIMITED:Your cover letter is your chance to shine! Tell us why you want to work at GET STAFFED ONLINE RECRUITMENT LIMITED 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 GET STAFFED ONLINE RECRUITMENT LIMITED!
How to prepare for a job interview at GET STAFFED ONLINE RECRUITMENT LIMITED
✨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.
