2nd Line Service Desk Specialist Moulton Park, Northampton Customer Services

Database For Business Ltd; Northampton; Hybride; GBP 30 000 - 40 000; Plein temps

Résumé du poste

Database For Business Ltd in the United Kingdom is seeking a 2nd Line Support Technician to maintain clients' IT, telephony, and connectivity infrastructure. You'll deliver second-line support for end-user hardware and software, diagnose incidents, and contribute to service improvements.

This hybrid role requires out-of-hours rota and occasional on-site visits; hours are 37.5 per week with shift patterns; reports to Head of Engineering.

Qualifications

• Customer-Focused: Committed to delivering responsive solutions to IT and telecom challenges.
• Analytical Thinker: Skilled in troubleshooting and identifying solutions efficiently.
• Customer-Focused Attitude: Dedicated to meeting and exceeding customer expectations.
• Professional Communication: Engages third parties confidently and assures priority to accounts.
• Effective Communicator: Friendly, confident phone manner and strong written communication skills.
• Business-Savvy: Identifies opportunities for improvement with excellent time management.
• Adaptable: Thrives in a fast-paced, evolving environment.
• Detail-Oriented: Manages multiple queries simultaneously with strong attention to detail.

Responsabilités

• Second-Line Technical Support: Deliver prompt, second-line technical assistance for end-user hardware and software issues.
• Incident Diagnosis and Resolution: Tackle escalated IT incidents in collaboration with first-line support and vendors.
• Hardware and Software Maintenance: Configure, and maintain computer hardware, software, and peripherals.
• Network Troubleshooting: Manage network-related issues, including connectivity, access point, switches, routers, and configuration.
• Telephony System Support: Resolve issues with VoIP systems and associated connectivity.
• Audio-Visual System Support: Address problems in Teams Meeting Room environments and Content Management Systems (CMS).
• First-Line Team Support: Assist first-line support through one-on-one mentoring in relation to 1 st line ticket responsibilities.
• Continuous Improvement: Stay current with industry trends and emerging technologies to enhance support initiatives.
• Trend Spotting: Identify common query types and implement service improvements to pro-actively tackle these in conjunction with 3rd line team.
• Achieve and maintain learning and certification paths in line with the business needs.
• Basic configurations for BAU connectivity hardware, i.e. hardware and routers.
• Rota based out of hours onsite event support will be required.
• Occasional customer onsite support may be required.
• Working hours are shift based on a rota (8:00-16:30 / 09:30-18:00)

Connaissances

Customer-Focused

Analytical Thinker

Communication Skills

Time Management

Adaptable

Detail-Oriented

Description du poste

At dbfb, we’re more than a managed service provider—we’re a team that delivers seamless telecoms and IT solutions to businesses of all sizes. From connectivity and mobility to telephony and IT services, we keep businesses running smoothly with tailored, flexible solutions that match their needs and budgets.

We’re chosen by businesses because we listen, offer impartial advice, and deliver expert support without the jargon. Our customers trust us to provide reliable, innovative solutions backed by a professional, fun, and friendly team that genuinely cares about their success. And we don’t just connect businesses—we support our community too.

At dbfb, people are at the heart of everything we do. We recognise strengths, encourage fresh ideas, and thrive on collaboration. If you’re looking for a fast-paced, team-driven environment where you can make an impact and enjoy your work, you’ll fit right in.

Let’s grow, innovate, and succeed together!

What we’re looking for?

Job Title: 2 nd Line Support Technician

Reports to: Head of Engineering

Hours: 37.5 per week (Office opening hours 08:00 – 18:00)

Location: 37.5 hours a week, Monday to Friday (between our operating hours of 8am to 6pm) + Occasional out of hours support (agreed in advance and paid as overtime)

What’s the role?

As a 2nd Line Support Technician, you will be integral to the daily support and maintenance of our clients' IT, telephony, and connectivity infrastructure. In this role, you'll provide essential technical support to end users, tackle complex issues across our technology portfolio, and enhance the effectiveness of our support-team.

This is a hybrid role, ideal for a driven IT professional ready to advance their career.

• Second-Line Technical Support: Deliver prompt, second-line technical assistance for end-user hardware and software issues.
• Incident Diagnosis and Resolution: Tackle escalated IT incidents in collaboration with first-line support and vendors.
• Hardware and Software Maintenance: Configure, and maintain computer hardware, software, and peripherals.
• Network Troubleshooting: Manage network-related issues, including connectivity, access point, switches, routers, and configuration.
• Telephony System Support: Resolve issues with VoIP systems and associated connectivity.
• Audio-Visual System Support: Address problems in Teams Meeting Room environments and Content Management Systems (CMS).
• First-Line Team Support: Assist first-line support through one-on-one mentoring in relation to 1 st line ticket responsibilities.
• Continuous Improvement: Stay current with industry trends and emerging technologies to enhance support initiatives.
• Trend Spotting: Identify common query types and implement service improvements to pro-actively tackle these in conjunction with 3rd line team.
• Achieve and maintain learning and certification paths in line with the business needs.
• Basic configurations for BAU connectivity hardware, i.e. hardware and routers.
• Rota based out of hours onsite event support will be required.
• Occasional customer onsite support may be required.
• Working hours are shift based on a rota (8:00-16:30 / 09:30-18:00)

What will you bring?

• Customer-Focused: Committed to delivering responsive solutions to IT and telecom challenges.
• Analytical Thinker: Skilled in troubleshooting and identifying solutions efficiently.
• Customer-Focused Attitude: Dedicated to meeting and exceeding customer expectations.
• Professional Communication: Engages third parties confidently and assures priority to accounts.
• Effective Communicator: Friendly, confident phone manner and strong written communication skills.
• Business-Savvy: Identifies opportunities for improvement with excellent time management.
• Adaptable: Thrives in a fast-paced, evolving environment.
• Detail-Oriented: Manages multiple queries simultaneously with strong attention to detail.