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- Tasks: Join our 3rd Line team to resolve IT incidents and enhance customer experience.
- Company: Tela, a fast-growing IT service and telecommunications company.
- Benefits: Competitive salary, supportive culture, and opportunities for professional growth.
- Other info: In-office role with travel to client sites across London.
- Why this job: Shape the future of technology while developing your skills in a dynamic environment.
- Qualifications: 2+ years in a 3rd Line role, strong communication, and tech enthusiasm.
The predicted salary is between 40000 - 50000 £ 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.
3rd Line Engineer in London employer: Tela Technology
Contact Detail:
Tela Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Engineer in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend tech meetups, webinars, or even local events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects and achievements. This is a great way to demonstrate your expertise and passion for technology, making you stand out from the crowd.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to 3rd Line support. Role-play with a friend or use online resources to get comfortable discussing your experience and how you handle technical challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team at Tela!
We think you need these skills to ace 3rd Line Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the 3rd Line Engineer role. Highlight your technical expertise, especially in Office 365 and Windows systems, and don’t forget to showcase your communication skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your genuine interest in technology and how you align with our core values at Tela. Share specific examples of how you've resolved incidents or mentored team members.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex IT challenges in the past. We love seeing candidates who can think on their feet and come up with innovative solutions!
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 to join our team!
How to prepare for a job interview at Tela Technology
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Office 365 and Windows 7 to 11. Be ready to discuss specific troubleshooting scenarios you've encountered in your previous roles, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Communication Skills
Exceptional communication is key for a 3rd Line Engineer. Practice explaining complex technical concepts in simple terms, as you may need to do this for customers or team members. Think of examples where you've successfully communicated during critical incidents.
✨Demonstrate Your Team Spirit
Tela values teamwork, so be prepared to share experiences where you've mentored others or contributed to team success. Highlight how you’ve supported colleagues in resolving issues and improving processes, as this aligns with their core values.
✨Be Ready to Discuss Continuous Learning
With technology constantly evolving, show your enthusiasm for ongoing development. Talk about any recent courses, certifications, or self-study you've undertaken. This will demonstrate your commitment to staying ahead in the tech field and your genuine interest in the industry.