Level 2 Tech Support - Hybrid

Royal Mail Group; Crick; Hybrid; GBP 26,000; Full time

Job summary

A leading logistics company in the UK seeks a Level 2 Tech Support professional for a hybrid role focused on parcel locker issues. Responsibilities include troubleshooting faults, coordination with tech providers, and administrative duties using Excel and JIRA. Strong communications skills and analytical thinking are essential, along with a secondary school education. The role offers a salary of £25,721, comprehensive benefits including sick pay, and a supportive work environment that values customer focus.

Benefits

Enhanced maternity and paternity benefits

Discounts on groceries and services

Generous sick pay

24/7 wellbeing support services

Qualifications

• Experience in customer service or administrative roles.
• Ability to learn and apply locker support processes and software.
• Reliable, persistent, and able to work under pressure.

Responsibilities

• Respond to parcel locker faults proactively and reactively.
• Perform basic remote troubleshooting for quick resolutions.
• Liaise with internal teams and external tech providers.

Skills

Strong customer focus

Analytical thinking

Excellent communication skills

Problem-solving

Organisational skills

Stress tolerance

Education

Minimum of secondary school qualifications

Tools

Excel

JIRA

Job description

Job reference 333051
Level 2 Tech Support - Hybrid
Salary: 25,721 plus 22.5 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates
Permanent, Full time

Hybrid - Weekend rota'd shifts

About the role

• Respond to parcel locker faults proactively and reactively using provided software (MINT).
• Perform basic remote troubleshooting to resolve locker issues quickly.
• Liaise with internal teams and external tech providers to diagnose and resolve software problems.
• Coordinate and administer 3rd‑party visits for physical repairs and maintenance.
• Handle phone inquiries redirected by Customer Care and Operations teams.
• Manage locker‑related administration tasks using Excel and JIRA.
• Provide feedback for process improvements to installation and maintenance engineers.
• Support initiatives to promote and increase recognition of Royal Mail's parcel locker network.

About you

• Strong customer focus with excellent communication skills.
• Ability to learn and apply Royal Mail locker support processes and software.
• Analytical thinker with good problem‑solving and organisational skills.
• Reliable, persistent, and able to work under pressure with good stress tolerance.
• Experience in customer service or administrative roles.
• Comfortable using tools like Excel and JIRA for administrative tasks.
• Willingness to develop professionally and learn new systems.
• Minimum of secondary school qualifications.

Extra Benefits

• Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
• Discounts and offers – more than 800 offers to help you save on groceries, days out, holidays and household bills*.
• sick pay – supportive and generous company sick pay.
• Your Wellbeing – you and your family have 24/7 access to services and tools to help you get the most out of life. It’s free, and it’s for everyone.

*Available only to perm employees

Next Steps

The next stage of the selection process will be a face‑to‑face or virtual interview consisting of competency‑based and role‑specific questions.

Trust is the foundation of Royal Mail / Parcelforce / RM Property and Facilities Solutions. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.

We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex‑Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.

For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/

Closing Date: 29th December 2025. Please note, this advert may close early if the appropriate number of applications has been reached.

#LI-Hybrid #LI-POST #LIMRT