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- Tasks: Lead a team while providing 2nd line IT support and mentoring junior members.
- Company: Join a dynamic IT team focused on delivering top-notch technical support.
- Benefits: Earn £30 per hour with potential for long-term stability and growth.
- Why this job: Perfect for those wanting to step into leadership while making a real impact.
- Qualifications: 5+ years in IT support, leadership experience, and strong troubleshooting skills required.
- Other info: Opportunity to work on exciting IT projects and improve service delivery.
The predicted salary is between 62400 - 83200 £ per year.
We're seeking an experienced and proactive Senior 2nd Line Support Analyst who combines strong hands-on technical capabilities with leadership experience. This role suits someone looking for the stability of a long-term position, who thrives in a fast-paced environment and is confident taking ownership, guiding others, and acting as a right-hand to the IT Service Delivery Manager. You'll deliver high-quality 2nd line technical support across the business while providing leadership and mentoring to the Service Desk Technical Team. This is an ideal step for someone with experience leading a team or who's ready to grow into a team management role.
Core Responsibilities
- Lead by example in resolving 2nd line tickets efficiently and in line with SLAs
- Provide hands-on technical support for all end-user computing and business systems
- Take ownership of requests through to resolution, ensuring excellent customer communication throughout
- Support and mentor junior team members, fostering a culture of learning and accountability
- Assist the IT Service Delivery Manager in managing day-to-day operations and deputise when required
- Contribute to the development of the team's technical capabilities
- Proactively identify areas for improvement in processes and service delivery
- Support IT projects and initiatives, including researching and implementing new technologies
- Maintain accurate and up-to-date technical documentation
About You
- A natural problem-solver with a proactive attitude and ability to manage competing priorities
- Confident in leading or managing a small technical team, or ready to take that next step
- Strong communicator with a focus on customer service and collaborative working
Skills & Experience
- Minimum 5 years' experience in a 2nd line or senior IT support role
- Leadership experience - either as Team Lead or Small team management
- Experience of supporting and managing IT hardware, Windows 10, MECM/InTune, networking, and virtualisation
- Proven troubleshooting and diagnostic skills across a range of technologies
- Knowledge of Microsoft 365 and cloud application support
- Familiar with ITIL methodologies and service delivery best practices
Qualifications
- Certificate or Diploma in Computing (or equivalent)
- ITIL experience or certification (desirable)
Team Leader - 2nd Line IT Support Engineer employer: IT Talent Solutions
Contact Detail:
IT Talent Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader - 2nd Line IT Support Engineer
✨Tip Number 1
Showcase your leadership skills during the interview. Prepare examples of how you've successfully led a team or mentored junior staff in previous roles. This will demonstrate your readiness for the Team Leader position.
✨Tip Number 2
Familiarise yourself with ITIL methodologies and be ready to discuss how you've applied these principles in your past work. This knowledge is crucial for the role and will set you apart from other candidates.
✨Tip Number 3
Prepare to discuss specific technical challenges you've faced in 2nd line support and how you resolved them. Highlighting your problem-solving abilities will resonate well with the hiring team.
✨Tip Number 4
Research StudySmarter and our values. Be ready to explain how your personal values align with ours, especially regarding customer service and teamwork. This connection can make a strong impression.
We think you need these skills to ace Team Leader - 2nd Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in 2nd line IT support and any leadership roles you've held. Use specific examples that demonstrate your problem-solving skills and technical capabilities.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and how your background aligns with the responsibilities outlined in the job description. Mention your experience in mentoring and leading teams, as well as your proactive approach to IT support.
Showcase Technical Skills: Clearly list your technical skills related to Windows 10, Microsoft 365, and any other relevant technologies mentioned in the job description. Provide examples of how you've used these skills in previous roles to resolve issues or improve processes.
Highlight Leadership Experience: If you have experience leading a team, make sure to detail this in your application. Discuss how you've supported and mentored junior team members, and how you contributed to a positive team culture.
How to prepare for a job interview at IT Talent Solutions
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your leadership experience. Be prepared to discuss specific examples of how you've successfully led a team, mentored junior members, and contributed to a positive team culture.
✨Highlight Technical Expertise
Make sure to emphasise your hands-on technical skills, especially in areas like Windows 10, networking, and Microsoft 365. Prepare to discuss your troubleshooting experiences and how you've resolved complex issues in the past.
✨Communicate Effectively
Strong communication is key in this role. Practice articulating your thoughts clearly and concisely, especially when discussing customer service scenarios. Show that you can maintain excellent communication with both customers and team members.
✨Demonstrate Problem-Solving Abilities
Be ready to share examples of how you've proactively identified and solved problems in previous roles. This will showcase your ability to manage competing priorities and improve processes, which is essential for the position.
