At a Glance
- Tasks: Provide top-notch technical support and perform routine maintenance checks for customers.
- Company: Join a friendly, award-winning IT company with a positive culture.
- Benefits: Enjoy competitive salary, profit share, hybrid working, and ongoing training.
- Other info: Great progression opportunities and a fun work environment with perks like free fruit and coffee!
- Why this job: Make a real difference in customer service while developing your IT skills.
- Qualifications: 2+ years in 2nd Line support with strong troubleshooting and communication skills.
The predicted salary is between 26000 - 30000 £ per year.
Location: Ringwood, Hampshire
Salary: £26,000 – £30,000 DOE + Profit Share + Benefits
Hours: 37.5 hours per week; Hybrid home working after successful completion of probation
The Role
We are looking for an experienced 2nd Line Technician with a keen interest in delivering outstanding customer service to our customers. You will be the first point of contact for technical escalations and will perform routine maintenance checks on customer infrastructure.
- Receiving technical escalations from 1st Line.
- Performing routine maintenance checks and updates.
- Supporting the 1st Line team and knowledge sharing.
- Progressing and closing incidents and requests.
- Liaising with internal and external customers.
- On the job training for systems, hardware and software, including but not limited to Microsoft Endpoint Configuration Manager / System Centre Configuration Manager, Windows 11, SonicWall Firewalls, Fortinet Switches, and Microsoft Defender for Endpoint.
- Role-specific training is available through Microsoft Learn.
Skills and Experience:
- At least 2 years’ experience in a 2nd Line role.
- A good knowledge of IT troubleshooting and problem solving.
- Experience within an IT customer service environment.
- Taking responsibility for your workload.
- Be helpful and approachable.
- Excellent time management skills.
- Good communicator.
- Working knowledge of ITIL.
- Experience using Microsoft services.
This role is subject to a clear standard DBS check being received.
The Package:
- Ongoing training and support.
- Company Profit Share (first £3,600 is tax free).
- 22 days annual leave plus bank holidays, increasing with length of service.
- Birthday as additional paid leave.
- Additional paid leave (dependent on company performance).
- Company sick pay policy.
- Pension Scheme.
- Private Medical Insurance including Dental.
- Free Parking.
- Hybrid Working.
- Progression opportunities.
- Fresh fruit, the occasional pizza and a posh coffee machine!
Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. We are an Employee Ownership Trust – a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy. We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. Join our friendly company, where a great team and a positive culture await you.
2nd Line Support Technician employer: Trusted Technology Partnership
Trusted Technology Partnership is an exceptional employer located in Ringwood, Hampshire, offering a supportive and collaborative work environment. With a strong focus on employee growth, ongoing training, and a generous benefits package including profit share and hybrid working options, we prioritise the well-being and development of our team members. Join us to be part of a company that values its employees and fosters a positive culture, making it a rewarding place to build your career.
Contact Details:
Trusted Technology Partnership Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Technician
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at Trusted Technology Partnership. A friendly chat can sometimes lead to job opportunities that aren’t even advertised!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service experience. Be ready to share specific examples of how you've solved problems in the past – it’s all about showing you’re the right fit for the 2nd Line Support Technician role.
✨Tip Number 3
Don’t forget to showcase your personality! Companies like Trusted Technology Partnership value a positive culture, so let your enthusiasm shine through during interviews. Being approachable and helpful can set you apart from other candidates.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest job openings and updates about the company.
We think you need these skills to ace 2nd Line Support Technician
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line Support Technician role. Highlight your relevant experience, especially in IT troubleshooting and customer service. We want to see how your skills match what we're looking for!
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 you can contribute to our team. Keep it friendly and professional – we love a good personality!
Showcase Your Technical Skills:Don’t forget to mention your technical skills, especially with tools like Microsoft Endpoint Configuration Manager and Windows 11. We’re keen on seeing how you’ve used these in past roles, so give us the details!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Trusted Technology Partnership
✨Know Your Tech
Brush up on your technical knowledge, especially around the tools mentioned in the job description like Microsoft Endpoint Configuration Manager and SonicWall Firewalls. Be ready to discuss your experience with these technologies and how you've used them to solve problems in the past.
✨Showcase Your Customer Service Skills
Since this role emphasises outstanding customer service, prepare examples of how you've successfully handled customer issues or escalations. Think about specific situations where you went above and beyond to help a client.
✨Communicate Clearly
As a 2nd Line Support Technician, you'll need to liaise with both internal and external customers. Practice explaining technical concepts in simple terms, as this will demonstrate your communication skills and ability to connect with non-technical users.
✨Prepare Questions
Have a few thoughtful questions ready for your interviewers. This shows your interest in the company and the role. You might ask about their approach to training or how they support career progression within the team.
