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- Tasks: Provide top-notch IT support, manage tickets, and assist customers both remotely and on-site.
- Company: Join Tela, a fast-growing company passionate about technology and staff development.
- Benefits: Enjoy a competitive salary, healthcare, wellness plans, and generous holiday entitlement.
- Why this job: Be part of a dynamic team and make a real difference in customer support.
- Qualifications: 2+ years in IT support, strong knowledge of Microsoft systems, and excellent communication skills.
- Other info: Flexible work environment with opportunities for growth and professional development.
The predicted salary is between 27000 - 30000 £ per year.
Tela is a fast-growing, staff-focused company. We are constantly evolving and are incredibly excited about the constant changes in technology. This role is for a 2nd line IT support engineer who will manage 1st/2nd line ticket resolution, customer calls, escalations, deployments, on-site support, documentation, and user guidance.
The successful candidate will contribute to the team by delivering a high level of technical customer support service, delivering on Tela's values of providing exceptional customer care.
Key ObjectivesProviding end user support remotely and on-site.
Key Tasks & Responsibilities Include:- Working through a range of 1st and 2nd line assigned tickets from triage, from beginning to resolution
- Working as part of a team to pick up customer calls
- Acting as a point of escalation for the 1st line team
- Escalating to 3rd line, if required
- Keeping customers regularly updated through the lifecycle of their ticket; keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Supporting the 3rd Line team with customer project deployment tasks, if required
- Deploying and maintaining software and hardware as directed/required
- Attending customer sites; from setting up new users to troubleshooting and resolving issues
- Ensuring all tickets are noted using Tela's CRM
- Maintaining a high degree of service for all support queries and adhering to all service management principles
- Supporting users in the correct use of equipment by providing any necessary guidance, training and advice
- Two years+ experience as an IT engineer
- Excellent working knowledge of Microsoft client operating systems and applications (Windows client, MS Office)
- Network troubleshooting skills with routers, firewalls, switches, and WAN connectivity
- Knowledge of Cisco, Ubiquity and SonicWALL firewalls would be beneficial
- Associate or professional certifications (Microsoft, Cisco) are desirable
- Exceptional communication skills
- A customer-first approach
- The ability to work in a team and communicate in a polite, friendly and effective manner
- Flexible approach to resolving customer issues
- Product and service awareness
- Self-motivated, with the ability to work in a fast-paced environment and deal with change/pressure when it arises
- Salary £27,000-30,000
- 20 days holiday rising for every year served to a maximum of 25
- Healthcare & Wellness plan, on passing probation
- Employee Assistance programme, on passing probation
- Employee Discount Scheme, on passing probation
- Private Medical Care, available after two years' service
- Life Assurance, available after two years' service
2nd Line IT Support Engineer in Aberdeen employer: Tela Technology
Contact Detail:
Tela Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support Engineer in Aberdeen
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of Microsoft client operating systems and network troubleshooting. The more confident you are with these, the better you'll handle those tricky customer calls.
✨Tip Number 2
Practice your communication skills! Remember, it's all about that customer-first approach. Try role-playing scenarios with friends or family to get comfortable explaining technical issues in a friendly, clear way.
✨Tip Number 3
Network like a pro! Connect with other IT professionals on platforms like LinkedIn. You never know who might have a lead on a job or can give you insider tips about working at Tela.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our awesome team at Tela.
We think you need these skills to ace 2nd Line IT Support Engineer in Aberdeen
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your 1st and 2nd line support experience, and don’t forget to mention any relevant certifications you have!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're excited about the role at Tela and how your customer-first approach aligns with their values. Keep it friendly and professional.
Showcase Your Technical Skills: In your application, be specific about your technical skills, especially with Microsoft operating systems and network troubleshooting. Mention any experience with Cisco or Ubiquity firewalls if you have it!
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’s super easy!
How to prepare for a job interview at Tela Technology
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft client operating systems and applications, as well as network troubleshooting skills. Be ready to discuss specific scenarios where you've resolved technical issues, especially with routers and firewalls.
✨Show Off Your Customer Service Skills
Since this role is all about providing exceptional customer care, think of examples where you've gone above and beyond for a customer. Highlight your communication skills and how you keep customers informed throughout the ticket resolution process.
✨Team Player Vibes
Tela values teamwork, so be prepared to talk about your experience working in a team environment. Share instances where you've collaborated with others to solve problems or support your colleagues, especially in high-pressure situations.
✨Be Ready for Real-World Scenarios
Expect some practical questions or scenarios during the interview. They might ask how you'd handle a specific ticket or customer call. Think through your approach to problem-solving and how you would escalate issues when necessary.
