At a Glance
- Tasks: Provide expert technical support and mentor junior engineers in a dynamic team.
- Company: Join a growing company focused on delivering exceptional client support.
- Benefits: Enjoy a collaborative environment with opportunities for professional growth and varied work.
- Other info: Willingness to travel occasionally for on-site client support is needed.
- Why this job: Make a real impact while engaging in diverse tasks and leading a supportive team.
- Qualifications: Proven experience in Level 2/3 support and strong communication skills required.
The predicted salary is between 28800 - 43200 £ per year.
This range is provided by HartleyCo. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from HartleyCo
We are seeking a skilled and motivated Level 2/3 Support Engineer to join a dynamic support team dedicated to delivering exceptional technical assistance to clients. In this role, you will provide expert 1st to 3rd line support via phone, remote access, and on-site visits, ensuring smooth operation and satisfaction for a diverse customer base.
You will act as a technical lead and escalation point, supporting both internal staff and managed service technicians, while also mentoring Level 1 engineers.
Key Responsibilities
- Provide 1st, 2nd, and 3rd line technical support via telephone, remote access, and on-site visits.
- Serve as a technical lead for assigned customers, owning ticket escalations and support issues.
- Support and mentor Level 1 and 2 engineers, delivering training and guidance.
- Manage support tickets through a Helpdesk system, ensuring timely and accurate updates.
- Maintain and develop documentation, knowledgebase articles, and technical procedures.
- Participate in change, incident, and problem management processes.
- Conduct regular onsite visits to assigned clients and provide urgent on-site support when needed.
- Assist with onboarding new customers, including initial audits and standardisation recommendations.
- Collaborate with the support team manager to identify and implement process improvements.
- Ensure excellent customer service and communication at all times.
Skills & Experience
- Proven experience in Level 2/3 technical support or similar roles.
- Strong understanding of Helpdesk ticketing systems and support workflows.
- Experience with technologies such as Veeam, SCCM, Windows Updates, BCDR, and networking.
- Ability to provide technical leadership and mentor junior staff.
- Familiarity with change, incident, and problem management frameworks.
- Excellent verbal and written communication skills.
- Self-motivated with strong time management and organizational skills.
- Willingness to travel occasionally for on-site client support.
Why Join?
- Work in a supportive, collaborative environment with opportunities for professional growth.
- Play a key role in delivering outstanding technical support to diverse clients.
- Engage in a varied role combining remote work, on-site visits, and team leadership.
If you’re a dedicated Support Engineer looking for a challenging and rewarding role, we’d love to hear from you.
Apply today to join a growing support team making a real impact!
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Consulting
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Industries
IT Services and IT Consulting
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Level 2/3 Support Engineer in Fareham employer: HartleyCo
As a leading Fleet-based IT managed service provider and consultancy, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. With a strong focus on professional development, we offer numerous growth opportunities for our team members, alongside the chance to engage with diverse clients and cutting-edge technologies. Our hybrid working model ensures a balanced approach to work-life integration, making us an excellent employer for those seeking meaningful and rewarding careers in IT architecture.
StudySmarter Expert Advice🤫
We think this is how you could land Level 2/3 Support Engineer in Fareham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HartleyCo. 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 HartleyCo 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 Level 2/3 Support Engineer in Fareham
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 HartleyCo:Your cover letter is your chance to shine! Tell us why you want to work at HartleyCo 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 HartleyCo!
How to prepare for a job interview at HartleyCo
✨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.
