2nd Line Engineer

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Tela Technology are one of the UK’s largest independently owned communication solutions providers, with three operating divisions; Tela IT, Mobile Telephony and Unified Communications.

We partner with globally recognised brands such as Microsoft, Vodafone, Gamma, Samsung and Google.

Our customer-first approach is at the heart of who we are and what we do. We place great emphasis on the relationships we build with our customers, ensuring we deliver products and services which will provide genuine benefit to their business and people, backed by exceptional customer support

Role:

We are looking for a hands-on technical engineer who enjoys a varied role, combining both remote support, with on-site work and project work.

Duties include:

• Handling incoming 2nd/3rd line tickets from both local customers, as well as working to support the wider helpdesk
• Logging tickets using Tela’s CRM
• 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
• Other duties as reasonably required

This role would be suitable for an established 2nd Line IT professional, who ideally has experience of working within an MSP environment. Technical expertise must include supporting cloud solutions, Microsoft 365 and ideally being involved in project roll outs.

Person Specification

Tela are a customer first organisation. We look for individuals that share this passion and take pride in the service they provide.

Our service desk in our Inverurie office works in partnership with the wider service desks in Glasgow, Birmingham and London. A team player mentality is essential.

Work Location

This is a hybrid role which will include working in our Inverurie office (Tuesday-Thursday), on customer sites as needed and remotely.