At a Glance
- Tasks: Resolve incidents and provide exceptional customer support while mentoring team members.
- Company: Join Tela, a rapidly expanding IT service company at the forefront of tech innovation.
- Benefits: Competitive salary, supportive culture, and opportunities for professional growth.
- Other info: In-office role with opportunities to visit 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 2nd Line role, strong communication skills, and a passion for tech.
The predicted salary is between 35000 - 45000 £ 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, and 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
- Providing an exceptional customer experience to our customer base.
Key Responsibilities include:
- 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, ensuring an exceptional customer experience.
- 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.
- Escalate as appropriate to the 3rd line team.
- 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 2nd 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 the hours of 08:00 – 18:30. The successful candidate will need to be able to work shifts between these hours.
Senior 2nd Line Engineer employer: Tela Technology
Tela Technology is an exceptional employer that prioritises a customer-first approach while empowering its employees to take ownership and develop their skills. With a strong focus on building long-term relationships, the company fosters a collaborative work culture where leaders are approachable and actively involved in both technical and team development. Located in the vibrant London Bridge area, Tela offers a hybrid working model post-probation, ensuring a balanced work-life environment for its dedicated team members.
We think you need these skills to ace Senior 2nd Line Engineer
Some tips for your application 🫡
Show Your Passion for Technology:When writing your application, let your enthusiasm for technology shine through! We love candidates who are genuinely interested in the field and eager to learn. Share any relevant experiences or projects that highlight your tech-savvy side.
Tailor Your Application:Make sure to customise your application to fit the Senior 2nd Line Engineer role. Highlight your experience with Office 365 and Windows systems, and don’t forget to mention any mentoring or team support you've provided. We want to see how you align with our values!
Communicate Clearly:Exceptional communication is key in this role, so ensure your written application reflects that. Use clear and concise language, and double-check for any typos or errors. We appreciate attention to detail, and it sets a great first impression!
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 proactive and keen to join our team at Tela!
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
Since exceptional communication is key for this role, practice articulating your thoughts clearly and concisely. Prepare examples of how you've effectively communicated with customers or team members, especially during critical incidents.
✨Demonstrate Your Team Spirit
Tela values teamwork, so be prepared to discuss how you've mentored others or contributed to a positive team environment. Share stories that highlight your ability to build rapport and support your colleagues, showcasing your collaborative nature.
✨Prepare Questions That Matter
Think of insightful questions to ask your interviewers about Tela's culture, their approach to employee development, and how they handle complex IT challenges. This shows your genuine interest in the company and helps you assess if it's the right fit for you.
