2nd Line Support Advisor

Are you ready to join an award-winning organisation that values your individuality and supports your growth?

With our client, one of the biggest technology providers in the UK, you're not just part of a team-you're part of a business that thrives on fresh ideas, bold thinking, and the unique talents of its people. They are serious about what they do, but know how to have fun along the way, creating an environment that's as rewarding as it is dynamic. If you're ready to ditch the ordinary, embrace the exciting, and work somewhere that recognises your value, this is your chance.

Due to continuous growth across their offices, they are looking for a 2nd Line Support Advisor to join their dedicated team in Exeter (hybrid) on a full time basis to provide advanced technical support and resolve second-line service queries for customers as part of the Managed Services team.

The Benefits

The business offers some great benefits such as flexible and hybrid working arrangements to enhance your work life balance, learning opportunities and a supportive environment. This friendly company has some ambitious substantiality targets, offers additional holiday days and encourages volunteering days to all employees, to give back to the local community.

The Requirements

• Solid experience in providing customer-facing technical support, demonstrating effective communication and problem-solving abilities.
• Strong understanding of systems, applications, and network infrastructure, with expertise in troubleshooting, configuration, and installation.
• Proficient in using remote desktop support tools to resolve technical issues.
• Skilled at analysing and addressing technical challenges, gathering relevant information, and delivering clear resolutions to customers.
• Familiar with ITIL frameworks and best practices for IT service management.
• Confident in identifying when to escalate issues to third-line support to maintain a high standard of customer service.
• Industry certifications such as MCITP or CompTIA Network+ are advantageous.

The Responsibilities

• Manage cases escalated from 1st line, assigning and progressing them based on priority.
• Support 1st line by handling overflow calls and achieving personal call targets.
• Diagnose, log, action, and resolve cases, escalating or routing to Field Allocation for site visits when necessary.
• Troubleshoot hardware and software issues and configure systems and applications.
• Proactively make outbound calls to resolve cases promptly and minimise delays.
• Maintain up-to-date case management, adhering to agreed processes and ensuring timely updates to customers.
• Escalate cases to 3rd line support with adequate SLA time remaining and liaise with suppliers to resolve issues quickly.
• Document changes in accordance with the Change Management process.
• Adhere to and improve quality systems, promoting best practices and continuous service improvement.
• Provide training and guidance to 1st line Technical Support Advisors.

Job Title: 2nd Line Support Advisor
Salary: 28,000 - 35,000 per annum (depending on experience)
Location: Exeter (Hybrid)
Full Time

For more information about this 2nd Line Support Advisor role, please contact Jamie Watson at Clearline Recruitment.