Service Desk 2nd Line Technician
Appello Limited
New Milton, United Kingdom
5 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Shift work Languages
English Compensation
£ 28KJob location
New Milton, United Kingdom
Tech stack
Cloud Computing
Internet Protocol
Microsoft Office
Network Configuration and Change Management
Tools for Reporting
Job description
- Work as part of the Product Support team, acting as a second line point of contact for support queries via phone, email or form.
- Use the case management system to triage, analyse and resolve incidents related to Appello's products.
- Diagnose root causes, document interactions with customers and follow standard troubleshooting methodology.
- Escalate to first line support when necessary and keep customers informed of incident progress.
- Maintain SLA adherence, review monitoring alerts and proactively manage tickets.
- Support internal teams with testing against the EVO platform and Appello's product portfolio.
Requirements
- Previous experience as a Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician or a similar role.
- Good understanding of IP-related telephony, remote IP networks, network configuration and cloud technologies.
- Experience in a busy customer-facing environment with confidence in carrying out general administrative tasks.
- Proficient with Microsoft office packages and reporting tools; willing to learn new skills and processes.
- Excellent communication skills, able to support non-technical users with patience and empathy, and act as an escalation point.
Benefits & conditions
- 23 days holiday rising to 25 days with 2 years continuous service plus bank holidays.
- Discounts on groceries, shopping, holidays, insurance, restaurants and more.
- 24/7 employee assistance programme via an app.
- Family and friends' discounts on services & products.
- Company-matched pension scheme up to 4 %.
- Free on-site parking.
