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Job Title: 2nd Line Support Advisor
Salary: 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 (phone number removed) between 9:00am - 5:30pm.
