At a Glance
- Tasks: Provide top-notch remote support and troubleshoot technical issues for clients.
- Company: A growing tech services provider focused on excellent customer experience.
- Benefits: Up to £40,000 salary, generous holiday, and home working allowance.
- Other info: Great opportunities for ongoing training and career development.
- 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 Essex 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 both personally and professionally. Join us in delivering exceptional service to our diverse client base while enjoying the unique advantages of working in a dynamic and forward-thinking company.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support Engineer in Essex
✨Tip Number 1
Get your tech skills sharp! Brush up on troubleshooting desktop, server, and network issues. The more confident you are in your abilities, the better you'll perform during interviews.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to 2nd line support. This will help you articulate your experience with Microsoft 365 and Azure clearly.
✨Tip Number 3
Show off your customer service skills! Be ready to share examples of how you've handled tough situations or resolved client issues. Remember, it's all about delivering an excellent experience.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows you're keen and helps us get to know you better right from the start.
We think you need these skills to ace Second Line Support Engineer in Essex
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line Support Engineer role. Highlight your experience with troubleshooting, Microsoft 365, and Azure. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, don’t forget to showcase your communication skills in your application. We love candidates who can explain technical issues clearly and effectively!
Be Specific About Your Experience:When detailing your previous roles, be specific about the incidents you managed and the technologies you used. We appreciate candidates who can provide concrete examples of their problem-solving abilities.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people!
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 key to 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 crucial, get comfortable with how these systems work. If you have experience with a particular ITSM tool, be ready to share how you used it to log and update tickets efficiently.
✨Show Off Your Customer Service Skills
This role is all about delivering excellent customer experiences, so be prepared to talk about how you've handled difficult situations in the past. Think of examples where you turned a frustrated client into a satisfied one, showcasing your communication and problem-solving abilities.
✨Be Ready to Discuss Improvements
Employers love candidates who can think critically about processes. Come prepared with suggestions for improvements you've made in previous roles or ideas you have for enhancing service delivery. This shows you're proactive and invested in continuous improvement.
