At a Glance
- Tasks: Provide remote support and resolve technical issues for a diverse client base.
- Company: A growing tech services provider focused on high service standards.
- Benefits: Up to £40,000 salary, generous holiday, and home working allowance.
- Other info: Ongoing training and development opportunities for career growth.
- Why this job: Join a dynamic team and enhance your tech skills while making a real impact.
- Qualifications: Experience in 2nd line support and strong troubleshooting abilities required.
The predicted salary is between 40000 - 40000 £ per year.
A growing technology services provider is seeking a 2nd Line Support Engineer to deliver remote support services to a wide client base. This role is central to maintaining high service standards, resolving technical issues efficiently, and ensuring excellent customer experience across all interactions.
Key Responsibilities
- Deliver 2nd line remote support to contracted and non-contracted clients
- Manage incidents and service requests through an ITSM system, ensuring accurate logging and updates
- Troubleshoot and resolve desktop, server, and network issues
- Administer and support Microsoft 365 and Azure environments
- Ensure all service delivery meets agreed SLAs and performance targets
- Escalate unresolved issues to appropriate teams in a timely manner
- Support remote installations, configurations, and service requests
- Act as a point of guidance and escalation for junior team members
- Recommend improvements to processes, technologies, and service delivery
Requirements
- Proven experience in a 2nd line support or similar technical role
- Strong troubleshooting skills across desktop, server, and network environments
- Good working knowledge of Microsoft 365, Azure, and general cloud technologies
- Solid understanding of infrastructure, including networking, virtualisation, and security
- Ability to manage multiple tickets and prioritise workload effectively
- Strong communication and customer service skills
- Ability to work under pressure and make sound technical decisions
- Team-oriented with a proactive and reliable approach
- Networking or security certifications
- Microsoft certifications (e.g. Azure, Security, Modern Workplace)
- ITIL Foundation
- Customer service-related qualifications
Package
- 24–30 days holiday + bank holidays
- Mileage reimbursement for business travel
- £500 home working allowance
- Ongoing training and development opportunities
Second Line Support Engineer in Basildon employer: Robertson Sumner
As a growing technology services provider, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel. With competitive benefits including generous holiday allowances, ongoing training, and a supportive environment for professional growth, we ensure that our team members thrive while delivering exceptional service to our diverse client base. Join us in a role where your contributions are valued, and you can make a real impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Engineer in Basildon
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in support roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Consider creating a portfolio or a personal project that highlights your troubleshooting abilities and knowledge of Microsoft 365 and Azure. This can really set you apart during interviews.
✨Tip Number 3
Prepare for the interview by brushing up on common technical questions related to 2nd line support. Practice explaining your thought process when solving issues, as this will demonstrate your problem-solving skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Second Line Support Engineer in Basildon
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 desktop, server, and network issues in the past!
Show Off Your Skills:Don’t forget to mention your knowledge of Microsoft 365 and Azure! We love seeing candidates who can demonstrate their understanding of cloud technologies and infrastructure.
Be Clear and Concise:When writing your cover letter, keep it straightforward. We appreciate clarity, so make sure you explain why you're a great fit for the role without rambling on.
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 don’t miss out on any important updates!
How to prepare for a job interview at Robertson Sumner
✨Know Your Tech Inside Out
Make sure you brush up on your troubleshooting skills, especially around desktop, server, and network issues. Familiarise yourself with Microsoft 365 and Azure environments, as these are crucial for the role. Being able to discuss specific scenarios where you've resolved technical issues will really impress.
✨Master the ITSM System
Since managing incidents and service requests through an ITSM system is key, get comfortable with how these systems work. Be ready to explain how you’ve logged and updated tickets in the past, and how you prioritise workload effectively when juggling multiple requests.
✨Show Off Your Customer Service Skills
This role is all about delivering excellent customer experience, so be prepared to share examples of how you've handled difficult situations or provided exceptional support. Highlight your communication skills and how you ensure clients feel valued and understood.
✨Be Proactive and Team-Oriented
Demonstrate your ability to work well under pressure and make sound decisions. Talk about times when you've acted as a point of guidance for junior team members or recommended improvements to processes. This shows you're not just a tech whiz but also a team player who contributes to the overall success of the team.
