Technical Support Advisor 2nd Line IT (4 On/4 Off)

Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order. - Diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress. Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit. - Troubleshoot hardware and software problems. - Configure applications and systems. - Drive outbound calling to resolve cases in a timely manner and avoid delays where possible. - Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed. - Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining. ## Skills & Experience

Experience in a customer facing technical support role. - In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install. - Experience with remote desktop support tools. - Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers. - Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer issues. - Knowledge of ITIL framework and best practices. - Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience. ## Nice to have

May have industry certifications such as MCITP, CompTIA Network+. Please note: This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays. Don't worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you. Ready to make a real impact?