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2Nd Line Customer Service Jobs

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  1. Support Engineer

    Manchester | - £20k-£25k | From Woodrow Mercer Recruitment

    1st Line, 2nd Line, IT Support, Microsoft Exchange, Lotus Notes, Novell GroupWise, Scalix, Zimbra, Office 365. 1st / 2nd Line Support Woodrow Mercer Associates requires a 1st/ 2nd line... technical support analyst to join one of Europe's main google enterprise partners. The role comprises of providing IT support on site. -Provide first line /2nd IT technical support -Main a high degree of customer service -Will be working within our support team using SalesForce for tracking issues - Desktop support - Network support Technically for this opportunity you will be accustomed with the following: -Microsoft Exchange -Lotus Notes -Novell GroupWise -Office 365 -Zimbra Desirable: -Couple of years' experience in desktop support. Annual Salary... More

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  2. 1st Line /2nd Line/ Technical Support Engineer

    Maidstone | £18000 - £25000 per annum + benefits | From Global Technology Solutions Ltd

    1st Line/ 2nd Line/ Help Desk/ Technical Support Engineer We are looking for candidates with good 1st Line, 2nd Line or Service Desk experience to work for this market leading company who... specialise in Internet Security solutions and Managed Services. The role of the 1st Line/ 2nd Line/ Technical Support Engineers is to provide support for customers in our busy Secure Operations ... systems Security Clearance Main Responsibilities of the Help Desk/ First Line/ 2nd Line/ Technical Support role: ? Answering customer queries quickly and efficiently working to specific SLA's ... management for clients, providing a single point of contact for customers to escalate issues If you have previous experience in 1st Line, 2nd Line or Technical Support in an IT environment... More

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  3. 1st Line /2nd Line/ Technical Support Engineer

    Maidstone | £18000 - £25000 per annum + benefits | From Global Technology Solutions Ltd

    1st Line/ 2nd Line/ Help Desk/ Technical Support Engineer We are looking for candidates with good 1st Line, 2nd Line or Service Desk experience to work for this market leading company who... specialise in Internet Security solutions and Managed Services. The role of the 1st Line/ 2nd Line/ Technical Support Engineers is to provide support for customers in our busy Secure Operations ... systems Must be willing to undergo Security Clearance Main Responsibilities of the Help Desk/ First Line/ 2nd Line/ Technical Support role: ? Answering customer queries quickly and efficiently working ... ? Proactive Technical account management for clients, providing a single point of contact for customers to escalate issues If you have previous experience in 1st Line, 2nd Line or Technical Support in... More

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  4. 2nd Line Support Engineer

    Dorset | £12.00 - £13.50 per hour | From Hays

    IT Support Engineer - 2nd line support Dorset We are seeking an IT support engineer to undertake 2nd line support and technology rollout for my client, a leading organisation within the Dorset... area. My client has an influx of work over the coming months and requires a 2nd line support engineer to rollout new technology and deliver top class IT Support to service users across the organisation. Having had previous IT Support experience you will be responsible for the day-to-day support of 2nd line IT services. You will be involved in building desktops, imaging and refreshing software ... role including 2nd line support. Understanding of IT Service provision within a medium to large organisation. Good knowledge of Windows Server administration, Microsoft Active Directory and web... More

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  5. 2nd / 3rd Line Support Engineer - Night Shift

    Surrey | £30000 - £40000 per annum + Bonus + Benefits | From Reflex Computer Recruitment.

    2nd / 3rd Line Support Engineer - Surrey. Hyper-V, SCOM, Solarwinds / Monitoring - I am seeking a 2nd / 3rd Line Support Engineer, Second Line / Third Line Support Engineer, IT Operations Support... monitoring Handle phone-in and escalation of problems out of hours Provide 1st Line support and remote support to internal and external customers out of hours Provide 1st and 2nd Line support in response to monitoring and infrastructure events ordination of issue resolution to agreed Service Levels and Targets Escalation to 2nd and 3rd Line Support where necessary Pro-active daily ... position paying £30,000 to £40,000. We are seeking a dynamic, self-motivated and enthusiastic 2nd / 3rd Line Support Engineer with Monitoring and Virtualisation experience ideally including Hyper... More

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  6. Technical Support Engineer ( 1st / 2nd Line )

    Reading | £20k - 28k per year | From 360 Resourcing

    Associate Technical Support Engineer ( 1st / 2nd Line ) Our client is a market leading company within Cyber Protection Industry. Due to further expansion, they are seeking an Associate... Technical Support Engineer ( 1st / 2nd Line ) to join their Support team. The Associate Technical Support Engineer ( 1st / 2nd Line ) will have the opportunity to provide technical and service support to the Company's customer/client base. You will be responsible for responding to customer issues in line with Service Level Agreements and to ensure a full understanding, research and documentation of the issue. The Associate Technical Support Engineer ( 1st / 2nd Line ) will recommend solutions and follow through to resolution or escalate as and when necessary. The Associate Technical... More

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  7. 2nd Line Service Desk

    Stoke-On-Trent | £22k - 24k per year | From Uniting Ambition

    2nd Line Service Desk Analyst - Stoke - £22'000-24'000 Industry leading online/ ecommerce transactional company, continuously at the forefront of their field are growing at a phenomenal rate.... development opportunities you will report to the Service Desk Team Leader, the 2nd Line Service Desk Technician will be responsible for providing 2nd / 3rd line support to approximately 2000 internal ... Windows Applications.  As a 2nd Line Service Desk Analyst you will be responsible for; Incident Logging / Management Incident and service requests logging 2nd Line incident investigation Escalating ... has a strong work ethic, is committed, reliable and is used to working in a fast-paced dynamic environment. This is a fantastic opportunity for a 2nd / 3rd Line Service Desk Engineer, who has strong IT... More

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  8. Service Desk Analyst

    Dorset | £10.00 - £12.00 per hour | From Hays

    IT Service Desk Analyst - 1st line support Dorset We are seeking an IT Service Desk Analyst to undertake 1st and 2nd line support for my client, a leading organisation within the Bournemouth... area. My client has an influx of work over the coming months and requires a 1st line support analyst to deliver top class IT Support to service users across the organisation. Having had previous IT Support / Service Desk experience you will be responsible for the day to day support of 1st and 2nd line IT services. You will be responsible for the resolution of 1st and 2nd line technical ... in an IT Support role including 1st and 2nd line support. Understanding of IT Service provision within a medium to large organisation. Good knowledge of Windows Server administration, Microsoft Active... More

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  9. Desktop Support Analyst - 1st / 2nd Line Support Analyst

    Crawley, West Sussex | £110 - £130 per day | From Reflex Computer Recruitment.

    Desktop Support Analyst - 1st / 2nd Line Support - Technical Support - Helpdesk - Service Desk Support - Support Analyst - Desktop - Laptop - Windows XP - Windows 7 - Physical and Virtualised... Analyst is required to join an in- house desktop support team who provide a mixture of 1st line desk-side support and 2nd line support calls escalated from the Service Desk. The Desktop Support Analyst - 1st line / 2nd Line Support Analyst - Technical Support Analyst will be responsible for the following : Provide 1st/2nd line service and support of Windows 2007 and XP Desktop Operating Systems Perform 2nd line service and support activities To deploy Desktops and Laptops to customers , including handover and initial tutoring of systems To fully document Infrastructure... More

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  10. 2nd Line IT Support Technician - Urgent - Windows, Server,, AD

    Ashford, Middlesex | £26000 - £30000 per annum + Benefits | From Oscar Associates (UK) Ltd

    2nd Line IT Support Technician - Urgent - Windows, Server, Exchange, VMware, Networking, Active Directory - Ashford, Staines, Sunbury-on-Thames, Surrey, Middlesex, Hounslow - £26,000 - £30,000 I... am looking for a Windows, Server, Exchange, VMware, Networking, Active Directory 2nd Line IT Support Technician to join an exciting organisation. The main responsibilities of the Windows, Server, Exchange, VMware, Networking, Active Directory 2nd Line IT Support Technician will be to support external users via remote, face to face and over the phone with exceptional customer service. The role ... be Microsoft certified. The Windows, Server, Exchange, VMware, Networking, Active Directory 2nd Line IT Support Technician will be an excellent communicator who can liaise with all levels of business... More

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Second line customer service support handle queries from first line advisors, and usually require a level of technical expertise in the sector that they work in.

Who can I work for?

Most industries have positions available for second line customer service assistants but there is particularly high demand for them in companies dealing with IT, electrical goods and communications.

Where and when can I work?

The majority of positions are office-based and you will work standard office hours of 9am – 5pm Monday to Friday. Some out of hours work may be required if you are needed to undertake work on site.

What can I earn?

Salary is dependant on the sector you work in and where you are based in the country but you can expect to start on around £20,000.

What are the benefits?

Many organisations will offer a benefits package alongside your salary, such as a pension scheme and healthcare.

Are there chances of promotion?

You can move on to third line customer support, which could see you visiting client and customer premises to work with them directly. You can also progress to team leader and supervisory roles, and eventually into management.

What will I be responsible for?

You will be responsible for handling escalations from customers and the first line team plus liaising with higher-level support and third party partners to deliver effective solutions to customer issues. You might also be responsible for the creation and testing of new products as requested by the product manager, other business areas or external customers.

Do I need any experience?

A background in first line customer support is beneficial as is proven problem-solving skills and, in some industries, technical knowledge. For example, if you are providing support for a computer package it will be essential that you know the product inside out.

What attributes are needed?

You will need to have excellent interpersonal skills and the ability to translate technical information into layman's terms. Excellent problem-solving skills, a tenacious attitude and flexibility is also desirable in this role.

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