At a Glance
- Tasks: Resolve complex technical issues and support clients with expert troubleshooting.
- Company: Dynamic telecoms company focused on customer satisfaction and innovation.
- Benefits: Inclusive workplace, mental health support, and community engagement initiatives.
- Other info: Opportunities for professional growth and a commitment to diversity.
- Why this job: Join a supportive team and make a real difference in client experiences.
- Qualifications: Experience in 2nd Line Support and strong troubleshooting skills required.
The predicted salary is between 30000 - 40000 £ per year.
We’re looking for a skilled and customer‑focused 2nd Line Support Engineer to join our growing team. This role is key in handling technical issues escalated from 1st Line Support, resolving more complex problems and supporting both our clients and internal teams with expert advice and troubleshooting.
Responsibilities
- Manage tickets escalated from 1st Line Support, ensuring timely and thorough resolution
- Troubleshoot and resolve moderately complex issues, including software configuration faults, phone system outages and network disruptions
- Work with vendors and third‑party providers to drive issue resolution
- Log accurate and detailed notes, including troubleshooting steps and resolutions
- Spot patterns across incidents and contribute to root cause analysis efforts
- Provide guidance and knowledge‑sharing to 1st Line Support to reduce recurring issues
- Support urgent or business‑critical escalations, working with 3rd Line Support where necessary
- Offer technical advice to clients on system improvements and optimisation opportunities
Qualifications
- Proven experience in a 2nd Line Support or similar technical support role
- Strong troubleshooting skills across a range of systems and networks
- Confident working with VoIP phone systems, Microsoft products and basic networking
- Clear communicator with a methodical and logical approach
- Comfortable dealing with clients directly and explaining technical solutions in simple terms
- Experience with one or more of the following phone systems: Wildix, Zoom, Five9, Microsoft Teams, Webex, 3CX, Avaya
Desirable Qualifications
- Cisco CCNA (Routing & Switching or Collaboration)
- Microsoft Certifications
- CompTIA Network+ or other telecom‑related qualifications
- ITIL® Foundation: ITIL 4
Benefits
- Global Female Health Policy & Female Health Champions
- Pregnancy Loss and Fertility Treatment Policies
- Endometriosis Friendly Employer (UK)
- Women‑focused gym & female health events
- Mental Health First Aiders
- Disability Confident Committed Employer (Level 1)
- Race at Work Charter signatory
- Proud sponsor of Crewe Pride and Cheshire Pride Awards
- Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge
- Give as you earn scheme (payroll giving) and match funding
We are an equal opportunities employer. We are committed to welcoming people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background. We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.
Technical Support (Telecoms) - 2nd Line in Crewe employer: Radius
At Radius, we pride ourselves on being an excellent employer by fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our Crewe office offers a collaborative environment where you can thrive while managing key client relationships and driving innovative energy solutions. With a commitment to continuous improvement and customer success, we provide our team with the tools and support needed to excel in their roles and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support (Telecoms) - 2nd Line in Crewe
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Radius. 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 Radius 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 Technical Support (Telecoms) - 2nd Line in Crewe
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 Radius:Your cover letter is your chance to shine! Tell us why you want to work at Radius 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 Radius!
How to prepare for a job interview at Radius
✨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.
