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- Tasks: Provide top-notch IT support and consultancy while tackling complex technical challenges.
- Company: Join Tela Technology, a dynamic provider of communication solutions and IT services.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Embrace a collaborative culture with excellent career advancement opportunities.
- Why this job: Be part of a passionate team making a real difference in customer service and tech solutions.
- Qualifications: Experience in Managed Service Providers and a strong technical background are essential.
The predicted salary is between 36000 - 60000 £ per year.
Tela is a dynamic and rapidly expanding IT service and telecommunications company at the forefront of technological innovation. Our success is built on our core values: We Care, We Empower, We Deliver, We Evolve, We are a team principles: embracing cutting‑edge technology and prioritising our most valuable asset—our people.
By investing in our people, we ensure that Tela remains agile, innovative, and capable of meeting the complex IT challenges of today and tomorrow. Join us in shaping the future of technology whilst growing your career in an employee‑centric organisation that values your contributions and supports your aspirations.
Key Objectives
Working proactively as part of our escalation (3rd Line) team on behalf of our customers, ensuring an exceptional customer experience.
Key Responsibilities includes:
- Resolve incidents and service requests for our customers, within SLA’s
- Utilise troubleshooting and configuration updates to provide immediate advice and resolution
- Ensure customers are kept informed on progress and resolution throughout
- Act as an escalation point
- Mentor and support team members ranging from 1st to 2nd line support, ensuring that best practices are followed, and their skills are developed
- Respond promptly to critical incidents and ensure we are taking the appropriate and efficient route to resolution
- Update and create knowledge base articles, as better incident resolutions are identified
- Improve efficiency of internal systems and processes to decrease the resolution time of incidents, for example scripting and automation
- Support team leaders and management, displaying a role model attitude and approach to work and tasks
- Attending customer sites, as required
- Any other duties as reasonably required
Person Specification:
- Exceptional communication skills (verbal and written)
- A reliable individual who enjoys working autonomously
- A genuine interest in technology, with the enthusiasm to continuously develop skillset
- The ability to build rapport and relationships with colleagues, customers and suppliers
- High degree of accuracy and a keen eye for detail
- A willingness and availability to travel to client sites as required
- Self‑motivated, enthusiastic and works well within the team
Experience & Skills
- A minimum of 2 years experience in a 3rd Line role, within an MSP environment
- Office 365 Administration
- Strong knowledge of Windows 7 to 11
Location
This role requires in-office attendance, to our office in Crucifix Lane, London Bridge. You will also attend customer sites throughout London.
Working Hours
Our service desk operates between 08:00 – 18:30. The successful candidate will need to be able to work shifts between these hours.
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3rd Line Engineer employer: Tela Technology
Contact Detail:
Tela Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work at Managed Service Providers. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! If you have a portfolio of projects or relevant experience, make sure to highlight them during interviews. We love seeing how you’ve tackled complex issues and contributed to team success.
✨Tip Number 3
Prepare for technical questions! Brush up on your knowledge of ISO 27001 principles and common 3rd Line support scenarios. We want to see that you can think on your feet and solve problems efficiently.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining our team at Tela Technology.
We think you need these skills to ace 3rd Line Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 3rd Line Engineer role. Highlight your experience with Managed Service Providers and any relevant technical skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your previous experiences make you a great fit for Tela Technology. We love seeing enthusiasm and personality!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've tackled complex issues in the past. We’re looking for someone who takes ownership and can handle those tricky 3rd Line tickets like a pro!
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’re considered for the role. Plus, it shows you’re keen on joining our team at Tela!
How to prepare for a job interview at Tela Technology
✨Know Your Tech Inside Out
As a 3rd Line Engineer, you'll need to demonstrate your technical expertise. Brush up on the latest technologies and solutions relevant to the role, especially those related to IT support, cyber security, and managed services. Be ready to discuss specific scenarios where you've successfully resolved complex issues.
✨Showcase Your Customer-Centric Approach
Tela Technology values a customer-first mindset. Prepare examples that highlight how you've gone above and beyond for clients in previous roles. Think about times when you provided exceptional support or training to users, as this will resonate well with their ethos.
✨Emphasise Team Collaboration
Since this role involves working closely with a team, be prepared to discuss your experience in collaborative environments. Share instances where you've mentored junior colleagues or contributed to team projects, showcasing your ability to work as part of a cohesive unit.
✨Understand ISO 27001 Principles
Familiarise yourself with ISO 27001 principles, as they are crucial for this position. Be ready to explain how you’ve adhered to these standards in past roles or how you would implement them in your work at Tela. This shows your commitment to maintaining high service quality and security.