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- Tasks: Provide 2nd line technical support and resolve customer issues with our products.
- Company: Join a leading tech company with a supportive and innovative culture.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for growth.
- Why this job: Be part of a dynamic team and make a real difference in customer experiences.
- Qualifications: Experience with MS Office, web-based software, and strong problem-solving skills.
- Other info: Great career progression and a chance to work with cutting-edge technology.
The predicted salary is between 24000 - 30000 £ per year.
Location: Talbot Green or Sheffield
Full time, Permanent, Hybrid working (3 days working in the office, 2 days at home working per week)
Salary: Up to £29,470
Role overview
Providing 2nd line technical product support to our customers, liaising with Product and 3rd line tech to ensure customer-impacting issues are resolved in a timely manner. Be inspired and challenged as part of our best-in-class support team, with great opportunities for you to explore.
Key responsibilities
- Providing 2nd line technical support to our customers across multiple Tes products.
- Manage product-related technical queries, incidents, and problems to resolution.
- Identifying potential product bugs, enhancements, and feature requests including co-operating with the engineering and product team through weekly meetings to establish priorities.
- Utilising JIRA (technical service management tool) to register, track, and update entries.
- Diagnosing and arranging database/SQL queries.
- Solving technical issues for clients related to our products.
- Careful handling of sensitive data, adhering to relevant data privacy regulations and legislation.
- Diagnosing data issues and working with platform operations and product development teams to resolve them.
- Analysing mail delivery reports, identifying potential issues, and resolving such cases.
- Integrating and maintaining school MIS information systems into our products.
- Recognising and communicating issues/features with our Engineering/Product teams.
- Work effectively as a team and autonomously.
- Maintain strong, up-to-date technical and product knowledge across the Tes brands to advise and add value to customers’ experiences and encourage engagement.
- Follow escalation procedures for technical and product development issues, liaising with internal and external partners.
- Assist other areas of the Operations department when necessary due to demand.
Education and experience requirements
- Experience with using MS Office suite.
- Experience with using web-based software e.g., TeamViewer, Office 365, Jira, LogMeIn Rescue.
- Experience debugging/querying APIs using Postman/Insomnia.
- Technical skills required with an aptitude for using software products of varying complexity.
- Ability to plan and carry out work independently or as part of a team.
- Decision-making and bringing innovation to problem-solving.
- Helpful and positive attitude in a busy environment.
- Able to project a respectable and professional image.
- Ability to maintain a calm approach and work effectively under pressure.
- Communicates clearly and confidently, both verbally and in writing.
Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin, or on the basis of disability. We invite applicants to contact us directly to identify any additional support required.
2nd Line Technical Support Advisor in Sheffield employer: Tes
Contact Detail:
Tes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Technical Support Advisor in Sheffield
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at events. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common technical support scenarios. We all know that hands-on experience speaks volumes, so be ready to showcase your problem-solving skills!
✨Tip Number 3
Show off your tech knowledge! Brush up on the products you'll be supporting and be ready to discuss how you've tackled similar issues in the past. Confidence is key!
✨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 joining our team!
We think you need these skills to ace 2nd Line Technical Support Advisor in Sheffield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Technical Support Advisor role. Highlight relevant experience and skills that match the job description, like your technical support background and familiarity with tools like JIRA.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills can benefit our team. Keep it concise but engaging – we want to see your personality!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We love seeing candidates who can think on their feet and bring innovative solutions to the table.
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 Tes
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to the products you'll be supporting. Familiarise yourself with common issues, troubleshooting steps, and how to use tools like JIRA and Postman. This will help you answer questions confidently and demonstrate your expertise.
✨Showcase Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully resolved technical issues. Be ready to discuss your thought process and the steps you took to diagnose and fix problems. This will highlight your ability to think critically and work under pressure.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, both verbally and in writing. Since the role involves liaising with customers and teams, being able to communicate complex technical information in an understandable way is crucial. Consider doing mock interviews to refine your communication skills.
✨Understand the Company Culture
Research the company and its values to understand what they look for in a candidate. Tailor your responses to reflect their culture and show how you can contribute positively to the team. This will help you connect with the interviewers and demonstrate your enthusiasm for the role.
