2nd Line Service Desk Engineer

Appello UK; New Milton; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

23 days holiday rising to 25 with 2+2?

Discounts on groceries and holidays

24/7 employee assistance programme

Family discounts on services

Pension Scheme, up to 4% matched

Free on-site parking

Job summary

Appello UK is seeking a proactive Service Desk Technician, 2nd Line, to join our busy Service Desk team in New Milton. You will triage, diagnose and resolve incidents, providing clear guidance to customers and escalating when needed.

You’ll work on IP telephony related issues, remote networks, and cloud applications, using our case management system, while maintaining SLA commitments and a strong customer focus.

Qualifications

• Experience with IP-related telephony and remote IP networks.
• Familiarity with cloud technologies and business applications.
• Proven ability to communicate with non-technical users and document steps clearly.

Responsibilities

• Be the 2nd line contact for Digital Support queries via phone, email or form.
• Triaging, analyzing and resolving incidents related to Appello’s products; document interactions.
• Escalate to 1st line technicians as needed and ensure resolution and updates to customers.
• Maintain daily schedule, manage tickets to meet SLAs, and review alerts from monitoring services.
• Support internal teams with testing against EVO platform and product portfolio.

Skills

IP Telephony

Remote IP networks

Cloud technologies

Microsoft packages

Reporting tools

Job description

Appello UK is seeking a proactive Service Desk Technician, 2nd Line, to join our busy Service Desk team in New Milton. You will triage, diagnose and resolve incidents, providing clear guidance to customers and escalating when needed.

You’ll work on IP telephony related issues, remote networks, and cloud applications, using our case management system, while maintaining SLA commitments and a strong customer focus.