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1st Line Engineer
Tela Technology
- Bromsgrove, England, United Kingdom
- Bromsgrove, England, United Kingdom
About
Tela Technology provides communication solutions and IT business services across the UK. Our services span Mobile, Unified Communications, IT Services, Connectivity, and Managed Services, helping our customers grow and thrive through reliable, secure technology.
Our IT Support team delivers high-quality support to Managed Service customers nationwide from our offices in Hampton in Arden (Solihull), Bromsgrove, Kidderminster, London, Glasgow, and Aberdeen.
*The Role*
We are looking for a hands-on 2nd Line IT Support Engineer to join our growing IT Support team. This is a full-time, permanent role, primarily based at our Hampton in Arden and Bromsgrove offices, with regular on-site customer visits.
This is a varied role combining remote support and on-site work, ideal for an engineer who enjoys responsibility, problem-solving, and working directly with customers.
_Duties include:_
* Taking ownership for 2nd Line tickets assigned to you (directly assigned, or escalated from 1st Line)
* Maintaining a high degree of service for all support queries and adhering to all service management principles
* On site visits as required, for both scheduled work and break-fix jobs
* Supporting users in the correct use of equipment by providing any necessary guidance, training and advice
* Acting as a mentor to junior team members
* Proactively involved in project work
* Working within the parameters of ISO 27001 principles
* Other duties as reasonably required
*Person Specification*
Tela is a customer-first organisation, and we are looking for someone who shares this mindset and takes pride in delivering excellent service.
Essential experience:
* Proven experience working at 2nd Line support level
* Experience owning and managing support tickets end-to-end
* Current experience supporting cloud-based environments
* Strong communication and customer service skills
*Work Location*
This is an on-site role which will include working in our Hampton in Arden head office, Bromsgrove office and customer sites.
*Remuneration*
The successful candidate will receive:
* A basic salary between £28,000-30,000
* Healthcare plan
* Employee discount scheme
* Employee assistance programme
* Private healthcare
* Life Assurance
*Please note this role is only being advertised directly. We are not inviting applications from recruitment agency candidates at this time.*
_*Tela Technology are proud to be an Equal Opportunities employer. We encourage applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and sexual orientation. Please get in touch for a full copy of our Equality and Diversity policy.*_
Job Types: Full-time, Permanent
Pay: £25,000.00-£26,500.00 per year
Benefits:
* Employee discount
* Free parking
* Life insurance
* Private medical insurance
Application question(s):
* Please briefly outline what 2nd Line IT Support experience you have?
Licence/Certification:
* drivers license (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Bromsgrove B60 3DX
Languages
- English
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