At a Glance
- Tasks: Provide in-depth technical support and solve complex customer queries.
- Company: Fast-growing European e-commerce and tech company with a caring culture.
- Benefits: Competitive salary, premium equipment, international travel opportunities, and a supportive management culture.
- Other info: Exciting career growth in a vibrant Belfast hub.
- Why this job: Join a dynamic team and make a real impact in a collaborative environment.
- Qualifications: 2 years of technical support experience and strong communication skills.
The predicted salary is between 30000 - 32000 £ per year.
Technical Support Engineer (2nd Line)
Belfast
6-month FTC
£30k-£32k Pro rata
We are partnering with a highly successful, scaling European e-commerce and technology company that simplifies how large-scale enterprise organisations globally manage and procure cloud software and services. While their roots are Nordic, Belfast serves as their central global operations hub. They have created a brilliant workspace here home to a small, close-knit, and ambitious team where hard work is noticed, and a strong work ethic is highly valued. What genuinely sets them apart is their leadership; the C-level management team is deeply caring, focused on authentic work-life balance, and invested in the personal growth of their people.
As they continue to scale their global footprint, they are looking for a sharp, communicative, and analytical 2nd Line Technical Support Agent to join them on an initial 6-month contract.
The Role
This isn't a standard, repetitive helpdesk role. Moving beyond basic password resets and logging tickets, you will focus on in-depth diagnostics, data investigation, and problem-solving in a modern ticketing environment. You will act as the vital bridge between complex customer queries, operational data, and internal technical teams.
Key Responsibilities
- Take ownership of trickier, escalated support tickets. You will look into system logs, databases, and error reports to find exactly where a process or data transfer went wrong.
- Test the platform yourself to reproduce the problems clients are experiencing, and check whether it is simply a setup error or an actual system bug.
- Look into data discrepancies. A regular part of your week will involve spotting and fixing sync errors—like when a billing name doesn't match the name on a Microsoft account.
- When a problem needs a code fix, you will gather the notes and evidence for our engineering team. You will also update the customer on what is happening in plain, write down the steps you took to fix new or unique problems so the rest of the team can learn from them and help customers faster next time.
The Person
- Ideally, around 2 years' experience in technical support, application support, or an IT Helpdesk, with experience handling trickier, previously escalated issues.
- Strong written and verbal skills. You need to feel comfortable communicating confidently with corporate customers as well as our internal tech teams.
- A basic understanding of how APIs and databases work. You don't need to know how to build them, just how they connect and share information.
- Comfortable reviewing data and handling simple billing or financial tasks, such as bank reconciliations.
- It would be a great bonus if you have previously worked with a SaaS or software platform, but it isn't essential.
Why this role?
This role is based full-time at their Belfast hub. It suits someone who thrives in a collaborative, in-person office environment with strong team camaraderie.
In return for your commitment and hard work, you will receive:
- A supportive, human-centric management culture that respects your time and well-being.
- High-quality, premium hardware and equipment for your home-use setup.
- Genuine opportunities for international travel.
- Company pension scheme.
- The chance to gain invaluable experience at a fast-growing international tech company during an exciting phase of scale.
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Technical support( 2nd line ) in Belfast employer: Inclusion IQ LTD
Join a dynamic and supportive team at a leading European e-commerce and technology company based in Belfast, where your contributions are recognised and valued. With a strong focus on work-life balance and personal growth, this role offers you the chance to engage in meaningful problem-solving while enjoying a collaborative office environment. Benefit from high-quality equipment, opportunities for international travel, and the chance to grow within a fast-paced, innovative company during an exciting phase of expansion.
StudySmarter Expert Advice🤫
We think this is how you could land Technical support( 2nd line ) in Belfast
✨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 Inclusion IQ LTD 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 Inclusion IQ LTD 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 Inclusion IQ LTD!
✨Direct Apply to Inclusion IQ LTD
Let's not forget to apply directly through the Inclusion IQ LTD 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 Technical support( 2nd line ) in Belfast
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 Inclusion IQ LTD.
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 Inclusion IQ LTD. 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 Inclusion IQ LTD
✨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.
