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- Tasks: Provide hands-on technical support and manage 1st and 2nd line tickets for customers.
- Company: Join Tela Technology, a leading UK communication solutions provider partnering with top global brands.
- Benefits: Enjoy a hybrid work model, competitive salary, healthcare plan, and employee discounts.
- Why this job: Be part of a customer-first culture while developing your skills in a dynamic tech environment.
- Qualifications: Ideal for 2nd Line IT professionals with MSP experience and cloud solution expertise.
- Other info: This role includes mentoring a junior team member and offers opportunities for project involvement.
The predicted salary is between 33000 - 35000 £ per year.
We are Tela Technology. Tela Technology are 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, in addition to offering superior customer care.
We are looking for a hands-on technical professional who enjoys a varied role, combining both remote support, with on-site work and project work. Duties include:
- Handling incoming 1st and 2nd Line tickets from our central belt customers
- Logging tickets using Tela’s CRM
- Maintaining a high degree of service for all support queries and adhering to all service management principles
- Working as a principal point of contact for key projects for customers within the central belt
- 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 and manager to a junior team member
- Other duties as reasonably required
This role would be suitable for a 2nd Line IT professional, who ideally has experience of working within an MSP environment. Technical expertise must include supporting cloud solutions and ideally being involved in project roll outs.
Tela are a customer first organisation. We look for individuals that share this passion and take pride in the service they provide. The successful candidate will have the ability to support a range of 1st and 2nd line tickets - onboarding and training a junior team member alongside so that the 1st line tickets can be handed over - while also having the gravitas to support our sales team and customers with technical advice on project work.
This is a hybrid role which will include working in our Glasgow 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
Please note, we are only accepting direct applications and will not be outsourcing this role to recruitment agencies at this time. Tela Technology are proud to be an Equal Opportunities employer. We encourage applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and sexual orientation. Please get in touch for a full copy of our Equality and Diversity policy.
Technical Services Engineer (2nd Line) employer: Tela Technology
Contact Detail:
Tela Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Services Engineer (2nd Line)
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description, such as cloud solutions and CRM systems. This will not only help you understand the role better but also allow you to speak confidently about your experience during any discussions.
✨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, demonstrating your ability to build relationships and provide excellent support will make you stand out.
✨Tip Number 3
Prepare to discuss your experience with mentoring or training junior team members. This is a key aspect of the role, so having examples ready will show that you can take on this responsibility effectively.
✨Tip Number 4
Research Tela Technology and their partnerships with brands like Microsoft and Vodafone. Understanding their business model and how they serve their customers will allow you to tailor your conversation and demonstrate your genuine interest in the company.
We think you need these skills to ace Technical Services Engineer (2nd Line)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the Technical Services Engineer position. Tailor your application to highlight your relevant experience in handling 1st and 2nd line support tickets, as well as your familiarity with cloud solutions.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in an MSP environment and any specific projects you've worked on that relate to the role. Mention your ability to mentor junior team members and provide technical advice, as these are important aspects of the job.
Showcase Customer-Centric Approach: Since Tela Technology values a customer-first approach, make sure to include examples of how you've successfully built relationships with customers in your past roles. This could be through providing exceptional support or contributing to projects that benefited clients.
Proofread Your Application: Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that your documents are clear and professional. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Tela Technology
✨Understand the Company Culture
Before your interview, take some time to research Tela Technology's customer-first approach and their partnerships with major brands. This will help you align your answers with their values and demonstrate that you are a good fit for their team.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with 1st and 2nd line support, especially in an MSP environment. Highlight any specific cloud solutions you've worked with and be ready to provide examples of how you've successfully handled technical issues in the past.
✨Emphasise Teamwork and Mentorship
Since the role involves mentoring a junior team member, share experiences where you've successfully trained or guided others. This will show that you not only have the technical skills but also the ability to foster a collaborative work environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Think of examples where you've had to troubleshoot issues on-site or remotely, and be ready to explain your thought process and the outcomes.
