At a Glance
- Tasks: Provide exceptional remote support and troubleshoot complex tech issues.
- Company: Join razorblue, a dynamic IT partner with a collaborative culture.
- Benefits: Competitive salary, night shift allowance, generous holidays, and training opportunities.
- Other info: Hybrid working policy with excellent career growth and team spirit.
- Why this job: Make a real impact while learning and growing in the tech sector.
- Qualifications: Strong communication skills and a passion for technology are essential.
The predicted salary is between 31500 - 31500 £ per year.
We are looking for a 2nd Line Support Engineer - Night Shift to join our growing team of like-minded tech people. Whilst working the night shift you will ensure a smooth transition between nights to days, ensuring that cases are correctly triaged whilst ensuring a great customer experience.
Your responsibilities will encompass:
- Providing exceptional remote technical support for cases which cannot be resolved by our 1st line Engineers – diagnosing issues, resolving requests, documenting incidents, ensuring SLAs are met, and delivering excellent end user experiences.
- Conducting onsite troubleshooting at client facilities as needed to address complex requests.
- Representing the company positively.
- Coaching and mentoring junior engineers by sharing technical expertise, collecting organisational knowledge, and identifying continuous improvements.
- Serving as point of contact and guiding team in Team Leader's absence.
Our perfect candidate should have a wealth of knowledge spanning various technologies and being able to use these skills to troubleshoot and deliver five star solutions that keep our clients happy is a must! Customer service is paramount to us, which is why we only look for candidates with excellent customer facing skills and the ability to communicate effectively. Your friendly tech-savviness will truly shine here.
We know it's unrealistic to find someone who ticks all of these boxes (extra points if you do), which is why we seek those eager to develop over time through our development resources and peer learning. If this aligns with your own growth mindset, we would love you to apply.
Requirements:
- Strong communication and relationship-building skills.
- Experience of working in a corporate or MSP technology environment.
- Administering Microsoft Active Directory, Exchange Server & Office 365.
- CompTIA, Relevant Apprenticeship or higher education.
- Degree or degree equivalent qualifications is desirable.
- People centric approach & service.
- Competent with Windows desktop & application support.
- Tablet and mobile device support.
- Network troubleshooting incl. ping and trace route.
- An understanding of razorblue's business, clients and the market it works in.
- A good understanding of Veeam Backup & Replication.
- Knowledge of Microsoft Group Policy.
- An understanding of Microsoft Azure AD Sync and Azure AD Connect.
- Excellent conversational fluency in English is required to clearly explain complex technical issues.
Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level.
Working for an IT partner isn’t for the faint hearted, it requires drive, passion for technology, collaboration, and a drive to innovate. If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, paired with our teams drive for learning, resulted in 34 promotions being granted in 2022.
We operate a hybrid working policy across most roles and often get asked why we haven’t made the decision to go fully remote… For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork.
Our other benefits include:
- Base salary of £31,500 per annum depending on skills and knowledge + £7,000 night shift allowance.
- 25 days holidays per annum + public holidays + the ability to purchase 10 more.
- Your birthday off (Obviously!).
- £2000 Referral Scheme Bonus – if you know other techies that want to join us.
- Enhanced maternity, paternity, adoption + Baby bonus (Family is important to us).
- Fully funded training and accreditations to expand your skillset.
- Two paid charity volunteering days per year.
- Discounted Broadband (Necessity).
- Life insurance.
- Private Health Insurance with Vitality Health.
- Quarterly team social fund.
- Cycle to Work scheme.
- Gear up with the latest tech toys through our partnership with Currys.
- Cruise around in an eco-friendly electric car with our EV Scheme.
We're committed to creating an inclusive and accessible recruitment process. Please don't hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We're here to support you.
2nd Line Support Engineer - Night Shift in Thornaby-on-Tees employer: Razorblue Group Ltd
Join a dynamic and innovative team at razorblue, where we prioritise employee growth and a supportive work culture. As a Sales Executive, you'll benefit from a competitive salary, hybrid working options, and extensive training opportunities, all while contributing to a collaborative environment that values your input and fosters long-lasting relationships. With unique perks like birthday leave, private health insurance, and eco-friendly initiatives, razorblue is committed to creating a rewarding workplace for passionate individuals in the tech sector.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Engineer - Night Shift in Thornaby-on-Tees
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Razorblue Group Ltd. 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 Razorblue Group Ltd 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 Support Engineer - Night Shift in Thornaby-on-Tees
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 Razorblue Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Razorblue Group Ltd 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 Razorblue Group Ltd!
How to prepare for a job interview at Razorblue Group Ltd
✨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.
