2nd-Line IT Support Advisor

Focus Group; Birmingham; On-site; GBP 27,900 - 34,100; Full time

Benefits offered by this job

Generous Holidays

Paid volunteering days

Referral Rewards

Social Events

Job summary

A leading tech provider in Birmingham is seeking a Technical Support Advisor (2nd Line IT) to deliver exceptional service by handling escalated technical queries. The ideal candidate will have strong experience in a technical support role, troubleshooting skills, and the ability to communicate effectively with customers. This role includes a competitive salary up to £31,000 along with generous holiday and other perks.

Qualifications

• Experience in a customer-facing technical support role.
• In-depth understanding of systems, applications, and network infrastructure.
• Judgement to assess when to escalate issues to ensure a good customer experience.

Responsibilities

• Handle 2nd line service queries escalated from 1st line support.
• Diagnose and resolve hardware and software problems.
• Manage cases in line with agreed SLAs and escalate as needed.

Skills

Customer-facing technical support experience

Troubleshooting and configuring systems

Experience with remote desktop support tools

Ability to communicate technical resolutions

Knowledge of ITIL framework

Tools

Remote desktop support tools

Job description

A leading tech provider in Birmingham is seeking a Technical Support Advisor (2nd Line IT) to deliver exceptional service by handling escalated technical queries. The ideal candidate will have strong experience in a technical support role, troubleshooting skills, and the ability to communicate effectively with customers. This role includes a competitive salary up to £31,000 along with generous holiday and other perks.