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
Join a dynamic and inclusive team as a 2nd Line Support Engineer, where your technical expertise will be valued and your growth nurtured. Our company fosters a supportive work culture with a strong commitment to employee well-being, offering unique benefits such as mental health support, community engagement initiatives, and opportunities for professional development. Located in a vibrant area, we pride ourselves on being an equal opportunities employer, ensuring that every voice is heard and every contribution is recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support (Telecoms) - 2nd Line in Crewe
✨Tip Number 1
Get to know the company inside out! Research our values, culture, and recent projects. This will help you tailor your conversations and show us you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with complex issues, brush up on your technical knowledge and be ready to demonstrate your problem-solving abilities during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're serious about joining our awesome team.
We think you need these skills to ace Technical Support (Telecoms) - 2nd Line in Crewe
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 2nd Line Support and showcases your troubleshooting skills. We want to see how you've tackled complex issues before, so don’t hold back on the details!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention specific experiences that relate to the job description and show us your passion for technical support.
Showcase Your Communication Skills:As a 2nd Line Support Engineer, clear communication is key. In your application, demonstrate how you can explain technical solutions in simple terms. This will help us see how you can connect with clients effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Radius
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around VoIP systems and Microsoft products. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them.
✨Communicate Clearly
Since you'll be dealing with clients directly, practice explaining complex technical issues in simple terms. This will show that you can bridge the gap between technical jargon and client understanding, which is crucial for a 2nd Line Support role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've managed escalated tickets and resolved complex issues. Highlight your methodical approach to troubleshooting and any patterns you've spotted that led to root cause analysis.
✨Be Ready for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle urgent escalations or work with vendors to resolve issues. Practising these scenarios can help you articulate your thought process effectively.
