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- Tasks: Join us as a 2nd Line Engineer, providing hands-on technical support and mentoring junior team members.
- Company: Tela Technology is a leading UK communication solutions provider, partnering with top brands like Microsoft and Google.
- Benefits: Enjoy a competitive salary, company van, healthcare plan, and employee discounts in a hybrid work environment.
- Why this job: Be part of a customer-first culture, working on diverse projects and building valuable relationships.
- Qualifications: Ideal candidates have 2nd Line IT experience, cloud solutions knowledge, and a passion for customer service.
- Other info: Work from our Inverurie office and customer sites, with remote flexibility on Mondays.
The predicted salary is between 33000 - 35000 £ per year.
We are Tela Technology, one of the UK’s largest independently owned communication solutions providers, with three operating divisions: Tela IT, Mobile Telephony and Unified Communications. We partner with globally recognised brands such as Microsoft, Vodafone, Gamma, Samsung and Google. Our customer-first approach is at the heart of who we are and what we do. We place great emphasis on the relationships we build with our customers, ensuring we deliver products and services which will provide genuine benefit to their business and people, backed by exceptional customer support.
We are looking for a hands-on technical engineer who enjoys a varied role, combining both remote support, on-site work and project work. Duties include:
- Handling incoming 2nd/3rd line tickets from both local customers, as well as working to support the wider helpdesk
- Logging tickets using Tela’s CRM
- Maintaining a high degree of service for all support queries and adhering to all service management principles
- On-site visits as required, for both scheduled work and break-fix jobs
- Supporting users in the correct use of equipment by providing any necessary guidance, training and advice
- Acting as a mentor to junior team members
- Other duties as reasonably required
This role would be suitable for an established 2nd Line IT professional, who ideally has experience of working within an MSP environment. Technical expertise must include supporting cloud solutions, Microsoft 365 and ideally being involved in project rollouts.
Tela are a customer-first organisation. We look for individuals that share this passion and take pride in the service they provide. Our service desk in our Inverurie office works in partnership with the wider service desks in Glasgow, Birmingham and London. A team player mentality is essential.
This is a hybrid role which will include working in our Inverurie office (Tuesday-Thursday), on customer sites as needed and remotely.
The successful candidate will receive:
- A basic salary between £33,000-35,000
- A company van
- Healthcare plan
- Employee discount scheme
- Employee assistance programme
- Private healthcare
- Life Assurance
2nd Line Engineer employer: Tela Technology
Contact Detail:
Tela Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description, such as Microsoft 365 and cloud solutions. Being able to discuss your hands-on experience with these technologies during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Highlight any previous experience you have in a Managed Service Provider (MSP) environment. This will show that you understand the unique challenges and demands of the role, making you a more attractive candidate.
✨Tip Number 3
Prepare examples of how you've provided exceptional customer support in past roles. Since Tela Technology values a customer-first approach, showcasing your ability to build relationships and resolve issues effectively will set you apart.
✨Tip Number 4
Demonstrate your team player mentality by discussing experiences where you've collaborated with others or mentored junior team members. This aligns with the company culture and shows that you're ready to contribute positively to their team.
We think you need these skills to ace 2nd Line Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the 2nd Line Engineer position at Tela Technology. Understand the key responsibilities and required skills, such as experience with cloud solutions and Microsoft 365.
Tailor Your CV: Customise your CV to highlight relevant experience in IT support, particularly in a Managed Service Provider (MSP) environment. Emphasise your technical expertise and any previous roles that involved customer interaction and mentoring.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to work as part of a team. Mention specific examples of how you've successfully handled support queries or mentored junior staff in the past.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a technical support role.
How to prepare for a job interview at Tela Technology
✨Show Your Customer-First Attitude
Since Tela Technology emphasises a customer-first approach, make sure to highlight your experiences where you prioritised customer satisfaction. Share specific examples of how you've gone above and beyond to help clients or resolve issues.
✨Demonstrate Technical Expertise
Be prepared to discuss your technical skills in detail, especially regarding cloud solutions and Microsoft 365. You might be asked to solve a technical problem during the interview, so brush up on relevant knowledge and be ready to showcase your hands-on experience.
✨Emphasise Teamwork and Mentorship
As a role model for junior team members is part of the job, share instances where you've successfully collaborated with others or mentored colleagues. This will show that you value teamwork and can contribute positively to the company culture.
✨Prepare for Hybrid Work Scenarios
Since this role involves both remote and on-site work, be ready to discuss how you manage your time and productivity in different environments. Highlight any previous experience you have with hybrid roles and how you adapt to various work settings.
