At a Glance
- Tasks: Provide second-line technical support and troubleshoot complex issues for customers.
- Company: Join a dynamic Service Desk team in a tech-driven environment.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and subsidised gym membership.
- Other info: Opportunity for career growth with a focus on technology and customer service.
- Why this job: Make a real impact by improving support processes and ensuring high-quality service delivery.
- Qualifications: 2 years experience in technical support and strong communication skills required.
The predicted salary is between 45000 - 85000 £ per year.
Salary: £45,000 - 85,000 per year
Requirements
- 2 years experience in a similar role.
- Ability to multitask, prioritise tasks, and work well under pressure.
- Confident, clear, and professional telephone manner.
- Excellent written and verbal communication skills.
- Genuine interest in technology and a willingness to learn.
- Ability to work proactively as part of a team or independently.
- Experience in application support.
- Knowledge of Linux.
- Knowledge of Microsoft Windows Server management.
- Knowledge of SQL.
- Knowledge of Mac/iOS.
- Knowledge of VMWare.
- Exposure to and support of cloud-based services, including Microsoft Office 365, Microsoft Azure, and Intune.
Responsibilities
- Accurately log tickets in our ticketing system.
- Ensure a high level of customer service and support in line with agreed SLAs.
- Provide assistance and support to colleagues in IT-related matters.
- Provide proactive and preventative maintenance solutions and technical advice to reduce recurring incidents.
- Escalate problems where necessary to management or third-party suppliers.
- Undertake small to medium-sized operational projects.
- Diagnose and resolve technical issues.
- Handle escalated calls from first- and second-line team members.
- Liaise with system administrators.
- Provide support to users via telephone, email, and remote tools.
- Assist with the creation, maintenance, and improvement of technical documentation and knowledge base articles.
- May carry out ad hoc on-site visits.
- Available for 24/7 on-call support on a rotational basis when required.
Technologies
- Azure Cloud Support
- Linux
- Office 365
- SQL
- Security
- VMware
- Windows
- iOS
We are seeking a motivated and customer-focused Tier 2 Customer Support Engineer to join our Service Desk team. In this role, we provide second-line technical support, troubleshoot complex issues, and collaborate with internal teams and customers to ensure reliable, high-quality service delivery. We play a key role in maintaining system performance and improving support processes, and the role reports to the Service Desk Manager for technical direction and guidance.
The package includes 25 days annual leave plus an additional 2 days after 2 years service, 5 days additional holiday purchase, private medical insurance, a health cashback plan with Healthshield, a pension scheme, life cover at 4x salary, a season ticket loan, salary exchange benefits including ride2work and pension, subsidised gym membership, and an employee referral scheme.
The role is subject to an employment screening process and will require security clearance.
Tier 2 Technical Support Engineer employer: Sivara GmbH
Join a dynamic and innovative team as a Tier 2 Technical Support Engineer, where your expertise in technology will be valued and nurtured. Our company fosters a collaborative work culture that prioritises employee growth, offering extensive benefits such as private medical insurance, generous annual leave, and opportunities for professional development. Located in a vibrant area, we provide a supportive environment that encourages learning and teamwork, making us an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 2 Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sivara GmbH. 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 Sivara GmbH 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 Tier 2 Technical Support Engineer
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 Sivara GmbH:Your cover letter is your chance to shine! Tell us why you want to work at Sivara GmbH 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 Sivara GmbH!
How to prepare for a job interview at Sivara GmbH
✨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.
