Service Desk Technician : 2nd Line

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

SERVICE DESK TECHNICIAN : 2ND LINE

Ready to take your tech skills to the next level?
We’re looking for a proactive problem-solver who thrives in a fast-paced, customer-focused environment. If you’re passionate about technology, love troubleshooting, and can translate complex issues into simple solutions, this is your chance to shine! Join our dynamic Service Desk team as a 2nd Line Technician and play a key role in delivering exceptional digital support to our customers.

Hours: 35 hours per week

Shift pattern: Monday - Sunday hours between 7am and 7pm ( rota to be provided)

Salary: up to £28,000 per annum dependant on experience

Location: Office based - New Milton

Start Date: October/November 2026

Pre‑employment screening: Right to work, DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

Appello Perks

• 23 days holiday rising to 25 with 2 years continuous service plus bank holidays


• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more


• 24/7 employee assistance programme with an easily accessible app!


• Family and friends’ discounts on our services & products


• Pension Scheme, up to 4% Company matched


• Free on-site parking

ABOUT YOU

You will have worked as a Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role and have a good understanding of IP related telephony, remote IP networks, network configuration, specificallycloud technologies and and applications.

You will have had experience in a busy customer facing role and be confident in performing general admin tasks. You are organised but have a flexible approach to workloads. You have used Microsoft packages and reporting tools and are willing to learn new skills and processes.

You are a great communicator and are able to support non-technical users to follow standard troubleshooting methodology with patience and empathy and be a point of escalation to our 1st Line Support Technicians.

THE ROLE

You will be part of the Service Desk which is constantly evolving. As a 2nd Line Technician you will be a point of contactforDigital Support queries arriving via phone/email/form. Using a case management system to manage cases.

Triaging/analysing and resolving incidents relating to Appello’s products. Diagnosing the root cause and documenting interactions with our customers. Following standard troubleshooting methodology, being a point of escalation to our 1st Line Support Technicians.

This role will work closely with our customers, keeping them informed of incident progress, notifying them of any impending changes and agreed product maintenance outages. Taking ownership of issues that have been reported, seeing problems through to resolution. Managing their own daily schedule by working through the service desk, priority schedule. Ensuring that tickets do not exceed our SLA's. Proactively review alerts that have originated from our monitoring services.

Support other internal teams with testing against the EVO platform and Appello’s product portfolio.

OTHER INFORMATION

This is an exciting time at the Appello - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.