2nd Line Service Desk Technician – Troubleshooting Pro

Appello UK; New Milton; Presencial; GBP 25.000 - 31.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-site parking

Pension scheme (company matched)

Employee assistance programme

Discounts on groceries & holidays

Family and friends discounts

Descripción de la vacante

Appello UK in New Milton is seeking a proactive 2nd Line Service Desk Technician to join the digital support team. You will triage, diagnose and resolve incidents, acting as a bridge to 1st Line technicians while keeping customers informed and adhering to SLAs.

The role is office based with 35 hours per week, the salary is up to £28,000 per annum dependent on experience, and the start date is 2nd November 2026. Excellent pre-employment screening is required.

Formación

• Experience as a Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Good understanding of IP related telephony, remote IP networks and network configuration.
• Experience in a busy customer facing role with general admin tasks.
• Ability to communicate clearly and support non-technical users.

Responsabilidades

• Act as a point of contact for Digital Support queries via phone/email/form.
• Triaging, analysing and resolving incidents related to Appello’s products.
• Document interactions and follow standard troubleshooting methodology.
• Keep customers informed of incident progress and SLA adherence.

Conocimientos

Help desk support

IP networking

Cloud technologies

Herramientas

Microsoft packages

Descripción del empleo

Appello UK in New Milton is seeking a proactive 2nd Line Service Desk Technician to join the digital support team. You will triage, diagnose and resolve incidents, acting as a bridge to 1st Line technicians while keeping customers informed and adhering to SLAs.

The role is office based with 35 hours per week, the salary is up to £28,000 per annum dependent on experience, and the start date is 2nd November 2026. Excellent pre-employment screening is required.