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- Tasks: Provide 2nd line support for technical issues and manage escalations.
- Company: Join a dynamic team at a leading IT service provider.
- Benefits: Enjoy remote work flexibility and potential for permanent employment after 12 weeks.
- Why this job: Perfect for tech enthusiasts eager to solve complex problems and grow their skills.
- Qualifications: Experience in software support and familiarity with ServiceNow, Jira, and ITIL is preferred.
- Other info: Evening and weekend shifts required; great opportunity for diverse candidates.
You will be one of the first points of contact for all inbound technical calls and manage initial responses and escalations.
Duties will include:
- 2nd Level Support takes over incidents which cannot be solved immediately by means of 1st Level Support.
- If necessary, you will work with external software or hardware manufacturers to resolve customer issues.
- The aim is to restore a failed IT Service as quickly and efficiently as possible.
- This may include resolution or workaround for new issues which require more complex technical knowledge.
- If an incident is a P1 OR is a recurring root cause of incidents, 2nd Level Support will evaluate and initiate handover to Problem Management.
We are looking for experienced software helpdesk support engineers. Experience using ServiceNow, Jira and Anywhere 365 phone systems will be an advantage, as will an understanding or working knowledge of ITIL Foundation Certification or ITIL 4. You should have experience of working in a software support role, ideally supporting multiple proprietary products, via multichannel inbound routes. You’ll need to be an excellent communicator in both written and verbal forms, and to be an enthusiastic learner with a can-do attitude. We value out-of-the-box thinking and are committed to recruiting diverse candidates.
This is an hourly rate temporary role running for 12 weeks. At the end of the contract there will be the opportunity, subject to performance, to join the organisation on a permanent basis. This role can be performed virtually remotely. The company does, however, operate a 24/7 service desk and evening/weekend work on a shift basis is required.
If you’re interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
2nd Line Support employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, like ServiceNow and Jira. Having hands-on experience or even completing online tutorials can give you a significant edge during interviews.
✨Tip Number 2
Brush up on your ITIL knowledge, especially if you have the certification. Understanding ITIL principles will not only help you in the role but also demonstrate your commitment to best practices in IT service management.
✨Tip Number 3
Prepare for common technical support scenarios that may come up during the interview. Think about how you would handle specific incidents and be ready to discuss your problem-solving approach.
✨Tip Number 4
Showcase your communication skills by practicing clear and concise explanations of technical issues. Being able to articulate complex problems simply is crucial in a support role, so consider mock interviews to refine this skill.
We think you need these skills to ace 2nd Line Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in software helpdesk support. Emphasise your familiarity with tools like ServiceNow, Jira, and Anywhere 365, as well as any ITIL certifications you hold.
Craft a Strong Cover Letter: Write a cover letter that showcases your communication skills and enthusiasm for the role. Mention specific examples of how you've successfully resolved technical issues in the past and your ability to work under pressure.
Highlight Problem-Solving Skills: In your application, provide examples of complex technical problems you've solved. This will demonstrate your capability to handle escalated incidents and your proactive approach to problem management.
Showcase Your Learning Attitude: Express your eagerness to learn and adapt in your application. Mention any recent training or courses you've taken related to IT support or customer service, which aligns with the company's values of out-of-the-box thinking.
How to prepare for a job interview at Hays
✨Showcase Your Technical Skills
Be prepared to discuss your experience with software support, particularly with tools like ServiceNow, Jira, and Anywhere 365. Highlight specific instances where you've resolved complex issues or escalated incidents effectively.
✨Demonstrate Communication Skills
As a 2nd Line Support engineer, clear communication is key. Practice explaining technical concepts in simple terms, as you may need to interact with customers who aren't tech-savvy. Be ready to provide examples of how you've successfully communicated in previous roles.
✨Understand ITIL Principles
Familiarise yourself with ITIL Foundation concepts, as they are crucial for this role. Be prepared to discuss how you've applied ITIL practices in your past experiences, especially in incident management and problem resolution.
✨Exhibit a Can-Do Attitude
Employers value enthusiasm and a proactive approach. Share examples of how you've tackled challenges in the past and your willingness to learn new technologies or processes. This will demonstrate your fit for the dynamic environment of a 24/7 service desk.
