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2nd Line Support Advisor

2nd Line Support Advisor

Clearline Recruitment Ltd

Posted 3 days ago, valid for 12 days

Exeter, Devon EX4 2PL

Full Time

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Sonic Summary

The position of 2nd Line Support Advisor offers a salary range of £28,000 - £35,000 per annum, depending on experience.
This full-time role is based in Exeter and allows for hybrid working arrangements.
The advisor will manage escalated technical queries, troubleshoot systems, and support 1st line advisors while adhering to SLAs and promoting ITIL best practices.
Candidates should have proven experience in customer-facing tech support roles and strong knowledge of systems, applications, and network infrastructure.
Certifications such as MCITP or CompTIA Network+ are advantageous, and the role provides opportunities for learning, development, and a supportive work environment.

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

As a 2nd Line Support Advisor, you'll be part of the Managed Services team, handling escalated technical queries, troubleshooting systems and applications, and ensuring high-quality service delivery. You'll also support 1st line advisors, manage case progress, and escalate to 3rd line when needed.

Key Responsibilities

Manage and resolve 2nd line support cases, including hardware/software troubleshooting and remote configurations.
Support 1st line with overflow calls and mentoring.
Ensure timely updates, SLA adherence, and clear documentation.
Escalate complex issues with adequate context to 3rd line or Field teams.
Promote ITIL best practices and contribute to continuous service improvement.

What You'll Need

Proven experience in customer-facing tech support roles.
Strong knowledge of systems, applications, and network infrastructure.
Proficiency with remote support tools and ITIL practices.
Excellent problem-solving and communication skills.
Certifications such as MCITP or CompTIA Network+ are a plus.

The Perks

Flexible hybrid working for better work-life balance.
Learning and development opportunities.
Extra holiday and volunteering days.
A supportive, sustainability-focused environment.

For more information about this 2nd Line Support Advisor role, please apply or contact Jamie Watson at Clearline Recruitment on between 9:00am - 5:30pm.

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