At a Glance
- Tasks: Provide top-notch technical support to corporate clients and troubleshoot various IT issues.
- Company: Established IT services business with a focus on customer satisfaction.
- Benefits: Hybrid work model after initial training, competitive salary, and career development opportunities.
- Other info: Opportunity for growth in a supportive and collaborative environment.
- Why this job: Join a dynamic team and enhance your IT skills while making a real difference.
- Qualifications: 12+ months experience in technical support and strong customer service skills.
The predicted salary is between 38250 - 46750 £ per year.
Onsite for the first 3 months then Hybrid. I’m looking for an experienced IT Helpdesk Analyst to join an established IT services business, providing technical support to a range of corporate clients.
The Role
- You’ll provide telephone and remote technical support across workstation, application and hardware issues, with some exposure to server and network support.
Key responsibilities include:
- Providing 1st Line technical support and managing incoming calls/tickets
- Managing your own queue and working within agreed SLAs
- Troubleshooting and resolving technical issues
- Taking ownership of tickets through to resolution
- Keeping clients updated throughout the process
- Maintaining accurate ticket and knowledge-base documentation
- Carrying out basic network administration tasks
- Delivering a high level of customer service
Technical Experience
- Active Directory
- Group Policy
- Microsoft 365 / Office 365
- Microsoft Office
- Microsoft Exchange
- Terminal Server / RDS
- Windows Server
- Basic networking – TCP/IP, DHCP, DNS, IP addressing, VPN, switching and routing
About You
Ideally, you’ll have 12+ months’ experience within a technical helpdesk or customer-focused support environment, preferably within an MSP / IT services business.
2nd Line Support Engineer employer: Harvey Nash
Join a leading organisation that values continuous improvement and offers a collaborative work culture, where you will be part of a dedicated team enhancing a complex Dynamics 365 CE and Power Platform environment. With opportunities for professional growth and exposure to enterprise-scale solutions, this role is perfect for those looking to expand their consulting capabilities while working closely with experienced professionals in Birmingham and remotely. Enjoy the flexibility of remote work combined with the chance to make meaningful contributions to a large user base.
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 Harvey Nash. 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 Harvey Nash 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 Harvey Nash:Your cover letter is your chance to shine! Tell us why you want to work at Harvey Nash 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 Harvey Nash!
How to prepare for a job interview at Harvey Nash
✨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.
