At a Glance
- Tasks: Provide 2nd line technical support and troubleshoot a variety of IT issues.
- Company: Dynamic tech company offering hybrid work and a collaborative culture.
- Benefits: 25 days holiday, enhanced pension, wellbeing support, and ongoing training.
- Other info: Great opportunity for continuous learning and career growth.
- Why this job: Enjoy diverse challenges and make a real impact in customer support.
- Qualifications: Experience in 2nd line IT support and knowledge of Microsoft technologies.
The predicted salary is between 40000 - 40000 £ per year.
What's in it for you?
- Hybrid: A mix of office and home working, with some ad hoc travel to local customers
- Technology: Microsoft 365, Windows, Windows Server, networking, cloud services, security, backup and more
- Variety: Support a wide range of customers across different industries
- Development: Ongoing training and clear opportunities to broaden your technical skills
- Benefits: 25 days holiday plus bank holidays, birthday off, buy/sell holiday scheme, enhanced pension, life assurance, wellbeing support, training academy, regular company events and more
What's the role really about?
This is much more than simply picking up escalations. You'll become a trusted technical contact for your customers, taking ownership of issues from start to finish and making sure they're resolved properly. One day you could be troubleshooting Microsoft 365. The next, investigating server issues, resolving networking problems, or helping a customer get back online after an unexpected outage. No two days are quite the same.
What you'll be doing
- Providing 2nd line technical support across a broad range of customer environments
- Troubleshooting Microsoft 365, Windows, server, networking and cloud-related issues
- Taking ownership of incidents and service requests through to resolution
- Supporting users remotely and occasionally onsite when required
- Creating and maintaining clear technical documentation
- Working closely with colleagues to share knowledge and resolve more complex issues
- Delivering a high standard of customer service on every interaction
- Continuously developing your technical knowledge across new technologies
What you'll bring
- Experience in a 2nd line IT support role
- Good knowledge of Microsoft technologies, including Microsoft 365 and Windows environments
- Understanding of Windows Server, Active Directory, DNS, DHCP and networking fundamentals
- Strong troubleshooting and analytical skills
- Excellent communication and customer service skills
- A proactive approach and genuine sense of ownership
Experience within an MSP would be beneficial, but it isn't essential. If you've developed strong 2nd line skills in an internal IT environment and enjoy working across a broad range of technologies, we'd still love to hear from you.
The kind of person who'll thrive here
You don't like leaving problems half solved. You enjoy the challenge of working things out. You're organised enough to juggle multiple priorities, but calm enough to keep your head when something urgent lands in your queue. Most importantly... You care about giving customers a great experience, not just closing another ticket.
Why this role?
Some support roles become repetitive. This one won't. You'll work across a varied technology stack, support a wide range of customers, and continue developing your technical skills in a collaborative environment where curiosity and problem-solving are genuinely valued. If you're looking for a role where you'll keep learning, keep growing, and make a real difference every day, this could be exactly what you're looking for.
Interested?
2nd Line Service Desk Technician in Leicester employer: Mexa Solutions
Join a leading global SaaS technology organisation that champions innovation and growth, offering you the chance to take ownership of impactful projects while working in a hybrid environment. With a strong focus on employee development, you'll have access to cutting-edge tools and technologies, including AI, and be part of a collaborative culture that values your creative input. Located in Southampton, this role not only provides competitive salary packages but also fosters a dynamic work-life balance, making it an excellent choice for passionate tech professionals.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Service Desk Technician in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mexa Solutions. 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 Mexa Solutions 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 Service Desk Technician in Leicester
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 Mexa Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Mexa Solutions 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 Mexa Solutions!
How to prepare for a job interview at Mexa Solutions
✨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.
