2nd Line IT Support Technician – Grow Your Tech Career

Appello Careline Limited.; New Milton; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

23 days holiday rising to 25 with 2 + 

Discounts on groceries, holidays, and

24/7 employee assistance programme

Job summary

Appello Careline Limited in New Milton is seeking a Service Desk Technician (2nd Line) to support customers with escalating issues and hands-on troubleshooting in a fast-paced, customer-focused environment. You will be a proactive problem-solver, able to translate complex IT issues into clear solutions and to work closely with the service desk team.

As a 2nd Line Technician you will triage incidents, diagnose root causes, document interactions, and keep customers informed of progress.

Qualifications

• Experience with IP telephony, remote IP networks and network configuration.
• Customer-facing experience in a busy support role.
• Proficiency with Microsoft Office and reporting tools.

Responsibilities

• Triages, analyzes and resolves incidents for Appello products.
• Documents interactions and communicates progress to customers.
• Escalates to 1st Line Support as needed and adheres to SLAs.

Skills

IP telephony

Remote IP networks

Network configuration

Cloud technologies

Microsoft Office

Customer service

Troubleshooting

Communication skills

Escalation handling

Tools

Case management system

Reporting tools

Job description

Appello Careline Limited in New Milton is seeking a Service Desk Technician (2nd Line) to support customers with escalating issues and hands-on troubleshooting in a fast-paced, customer-focused environment. You will be a proactive problem-solver, able to translate complex IT issues into clear solutions and to work closely with the service desk team.

As a 2nd Line Technician you will triage incidents, diagnose root causes, document interactions, and keep customers informed of progress.