At a Glance
- Tasks: Investigate and resolve technical issues while providing excellent customer support.
- Company: Join a fast-growing IT company with a strong focus on Microsoft Cloud solutions.
- Benefits: Enjoy flexible working, 25 days holiday, health perks, and a supportive culture.
- Other info: Hybrid role with opportunities for continuous learning and career advancement.
- Why this job: Be part of a dynamic team that values learning and professional growth.
- Qualifications: Experience in 2nd Line IT Support and a passion for customer service.
The predicted salary is between 36000 - 44000 £ per year.
Transparity is a fast-growing IT company focusing on Microsoft Cloud based solutions. Our culture has an enviable reputation in the industry which we work hard to maintain. We are focused on creating an inclusive environment where our employees thrive based upon integrity, strong work ethic, a one-team ethos, desire to learn and develop and a commitment to deliver unwavering service excellence to our customers, vendors and partners. Therefore, first and foremost we recruit with our cultural fit in mind.
The Support Engineer: 2nd Line role is a night-shift role will be required to work a 4x4 shift pattern, which is 4 nights on and 4 nights off including weekend work. The Support Engineer: 2nd Line is responsible for investigating and resolving technical issues, within the timeframes associated within the customer contracts. If there is need to escalate tickets, the Support Engineer will action where appropriate, along with applying the necessary urgency to provide resolution. The Support Engineer: 2nd Line is expected to expand their skillset through ongoing learning, especially in the realms of Microsoft Cloud, resulting in the taking and passing of relevant technical examinations. This role will be hybrid, with the team working a mixture of from home as well as on-site in Newcastle Upon-Tyne.
Main Duties and Responsibilities
- Be the trusted first point of contact for customers, delivering a responsive, friendly and professional support experience.
- Take ownership of technical issues from start to finish, keeping customers informed and ensuring timely resolution.
- Provide expert support across Microsoft Cloud technologies, helping customers get the most from their environments.
- Collaborate with colleagues, Microsoft and third-party partners to troubleshoot and resolve complex technical challenges.
- Identify opportunities to improve customer systems, processes and overall technology performance.
- Contribute to a culture of continuous learning by developing your technical expertise, gaining certifications and sharing knowledge with the wider team.
- Support customers both remotely and, where required, on-site or as part of an on-call rota, while consistently delivering against service and quality targets.
Skills, experience and qualifications
- Proven experience in a 2nd Line IT Support or Service Desk environment, with a passion for delivering excellent customer service.
- Strong communication skills, with the ability to build trusted relationships and explain technical concepts clearly.
- Hands-on experience with Microsoft 365 technologies and a genuine interest in cloud-based solutions.
- A proactive, self-motivated approach with strong organisation, attention to detail and time management skills.
- A natural problem-solver who enjoys troubleshooting issues and finding effective solutions for customers.
- Collaborative team player who enjoys sharing knowledge, supporting colleagues and contributing to a positive team culture.
- Commitment to continuous learning and professional development; Microsoft certifications (M365 Administrator and/or Azure Administrator) and Autotask experience are advantageous.
Disability Confident
Transparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees. We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms. The diversity in our team is what helps our business work so well. To find out more about our disability commitment please contact People & Culture or ask during the interview.
Our Offering
In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:
- To work at a 3* World Class Best Company
- Flexibility over where you work with our Winning from Anywhere® approach
- 25 days holiday
- Home working allowance paid monthly
- Winning from Anywhere® allowance to help your set up at home
- 24/7 GP at hand
- Immediate 24/7 access to an Employee Assistance Programme
- We’ll support you when you’re not well with our Company sick pay scheme
- 4x base salary life assurance
- Private health insurance after a successful year’s service
- Enhanced parental pay and leave, supporting you with those precious life moments
- Access to the Perkbox platform to help make your money go further
- Cyclescheme
- Electric car scheme
- And many more!
AI in our recruitment process
At Transparity becoming a Frontier organisation is key to our success, so we use AI to support our recruitment team with tasks such as note‑taking and automating parts of the recruitment process so we can focus more time on meaningful, human conversations and providing a positive candidate experience. We do not use AI to review, screen, score, or rank applications. All hiring decisions are made by people. If you have questions about our recruitment process or need adjustments at any stage, please let us know, we’re happy to help.
Support Engineer: 2nd Line in Newcastle upon Tyne employer: Transparity
Transparity is an exceptional employer, renowned for its inclusive culture and commitment to employee growth. With a focus on Microsoft Cloud solutions, employees enjoy flexible working arrangements, comprehensive benefits, and a supportive environment that fosters collaboration and innovation. The company's dedication to diversity and well-being ensures that every team member can thrive while contributing to meaningful projects.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer: 2nd Line in Newcastle upon Tyne
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Transparity values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Transparity might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Transparity!
✨Direct Apply to Transparity
Let's not forget to apply directly through the Transparity website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Support Engineer: 2nd Line in Newcastle upon Tyne
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Transparity.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Transparity. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Transparity
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
