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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, hybrid work options, healthcare plans, and employee discounts.
- Why this job: Be part of a customer-first culture, working on diverse projects and enhancing your technical skills.
- Qualifications: Experience in 2nd Line IT support, cloud solutions, and Microsoft 365 is essential.
- Other info: Work in a collaborative environment with teams across multiple locations.
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 your customer service skills and experiences in previous roles. Since Tela Technology places a strong emphasis on a customer-first approach, be prepared to share examples of how you've successfully supported clients and resolved their issues.
✨Tip Number 3
Showcase your ability to work collaboratively within a team. Given that this role involves mentoring junior team members and working alongside other service desks, emphasising your teamwork skills will make you a more attractive candidate.
✨Tip Number 4
Prepare to discuss your experience with ticketing systems and CRM software. Since you'll be logging tickets and managing support queries, demonstrating your familiarity with these processes can set you apart from other candidates.
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 where you provided exceptional customer service.
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 for the role.
How to prepare for a job interview at Tela Technology
✨Show Your Technical Skills
Be prepared to discuss your technical expertise, especially in cloud solutions and Microsoft 365. You might be asked to solve a problem on the spot, so brush up on relevant technologies and be ready to demonstrate your knowledge.
✨Emphasise Customer Service
Since Tela Technology values a customer-first approach, highlight your experience in providing exceptional customer support. Share specific examples of how you've resolved issues or improved customer satisfaction in previous roles.
✨Demonstrate Team Spirit
As a team player is essential for this role, be ready to discuss how you’ve collaborated with colleagues in the past. Mention any mentoring experiences you have, as this aligns with the responsibilities of acting as a mentor to junior team members.
✨Prepare for Hybrid Work Questions
Given that this is a hybrid role, think about how you manage your time and productivity when working remotely. Be ready to discuss your strategies for staying organised and effective while balancing on-site and remote tasks.
