Technical Support Advisor, 2nd Line IT

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Address 2nd-line service inquiries and deliver advanced technical support along with issue resolution.

• Oversee cases that have been functionally escalated from the 1st line, prioritizing and managing them accordingly.

• Diagnose, document, act upon, and ensure cases are resolved, including necessary escalations.

• Keep customers updated regarding the status of their cases.

• Identify cases that cannot be resolved remotely and direct them to Field Allocation for on-site visits.

• Troubleshoot both hardware and software issues.

• Configure applications and systems as needed.

• Make proactive outbound calls to expedite case resolutions and minimize delays.

• Report issues to suppliers and follow up for resolutions while keeping customers informed.

• Manage cases in accordance with established SLAs.

• Functionally escalate cases to 3rd line support while ensuring sufficient SLA time remains.

⛳️ Requirements

• Proven experience in a customer-facing technical support position.

• Comprehensive understanding of systems, applications, and network infrastructure.

• Specialized knowledge in specific technical areas along with the confidence to troubleshoot, configure, and install.

• Experience utilizing remote desktop support tools.

• Capability to leverage technical expertise to resolve customer issues effectively.

• Proficiency in gathering relevant information and conveying technical resolutions and updates to customers.

• Experience in overcoming technical challenges and analyzing as well as resolving customer issues.

• Familiarity with the ITIL framework and industry best practices.

• Ability to discern when to escalate an issue to the 3rd line.

• Industry certifications such as MCITP or CompTIA Network+ are desirable.

🏝️ Benefits

• Shift allowance: +10% for days worked from Monday to Friday.

• Shift allowance: +15% for days worked on weekends and bank holidays.

• Paid volunteering days.

• Refer a Friend scheme offering monetary rewards.

• Regular social events.