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For Companies At a Glance
- Tasks: Provide top-notch IT support and troubleshoot security products for customers.
- Company: Join a dynamic tech company focused on innovative IT solutions.
- Benefits: Enjoy a competitive salary, remote work options, and an on-call allowance.
- Why this job: Be part of a collaborative culture that values problem-solving and customer satisfaction.
- Qualifications: 3+ years in IT support with strong troubleshooting and communication skills required.
- Other info: Flexible start date in May/June 2025; connect on LinkedIn for updates.
The predicted salary is between 25000 - 29000 £ per year.
Job Type: Permanent
Location: Winchester / Remote
Salary: £30,000 - £34,000 p/a + on call allowance
Role & Responsibilities
- Answer, evaluate, log and prioritise incoming ticket requests from customers related to a range of IT security products & custom software applications.
- Provide customers with regular updates on open issues and set appropriate expectations.
- Hold remote sessions with customers when required.
- Interface directly with product vendors and our partners when necessary.
- Carefully document activities and customer interactions to ensure accurate call tracking.
- Troubleshooting product issues or network-related problems.
- Analysing and recommending solutions to problems.
- Diagnose and solve IT security products problems quickly.
- Perform on call support for 24/7 customers as part of an out of hours rota.
Required Experience
- 3+ years' experience in IT Support (2nd/3rd line level).
- Ability to collaborate with various technical groups to provide analysis and support.
- Windows Server (old and new O/S).
- Linux (nice to have).
- TCP-IP, UDP networking components, HTTPS, DNS, Active Directory and LDAP.
- Strong network troubleshooting skills including an understanding of routers and firewalls with the ability to use common tools such as netstat, traceroute, ifconfig, tcpdump and others.
- Excellent communication skills.
- Good telephone manner, good analytical and problem-solving skills, ability to learn quickly and cross apply knowledge.
Interviews: April 2025
Start Date: May/June 2025
How to Apply: Apply to Gary Hargreaves at X4 Technology to learn more about the role or connect with me on LinkedIn to hear about regular job updates available with X4 Technology.
Second Line Support Engineer employer: X4 Technology
Contact Detail:
X4 Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Second Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific IT security products and custom software applications mentioned in the job description. This knowledge will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your troubleshooting skills, especially with Windows Server and networking components like TCP-IP and DNS. Being able to discuss real-life scenarios where you've successfully resolved similar issues can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your communication skills by practising how you would explain technical issues to non-technical customers. Role-playing these scenarios with a friend can help you articulate your thoughts clearly and confidently.
✨Tip Number 4
Connect with current employees or alumni who work in similar roles at StudySmarter or related companies. They can provide valuable insights into the company culture and expectations, which can be beneficial during your interview.
We think you need these skills to ace Second Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially focusing on your 2nd and 3rd line support roles. Include specific examples of troubleshooting and problem-solving skills that align with the job description.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities and required experience mentioned in the job description. Emphasise your ability to handle customer interactions and your technical skills in networking and IT security.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure your application reflects your ability to convey complex technical information clearly. Use concise language and structure your application well to demonstrate your communication prowess.
Highlight Relevant Certifications: If you have any certifications related to IT support, networking, or security, make sure to mention them in your application. This can set you apart from other candidates and show your commitment to professional development.
How to prepare for a job interview at X4 Technology
✨Showcase Your Technical Skills
Make sure to highlight your experience with Windows Server, Linux, and networking components during the interview. Be prepared to discuss specific troubleshooting scenarios you've encountered and how you resolved them.
✨Demonstrate Communication Skills
Since excellent communication is key for a 2nd Line Support Engineer, practice explaining complex technical issues in simple terms. This will show that you can effectively communicate with both technical teams and customers.
✨Prepare for Scenario-Based Questions
Expect questions that require you to think on your feet. Prepare for scenarios where you need to troubleshoot a problem or manage a customer’s expectations. Practising these types of questions can help you feel more confident.
✨Research the Company and Its Products
Familiarise yourself with the IT security products and custom software applications the company offers. Understanding their services will not only impress the interviewer but also help you relate your answers to their specific needs.
