2nd Line Technical Support Advisor


Rodney Williams

Salary from



West Sussex



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Position: 2nd Line Technical Support Advisor

Location: Near Brighton (Hybrid working)

Benefits: £26,000 – £28,000 + Benefits

Are you a technical support professional looking for an exciting new challenge? My client is a long-standing telecommunications company that provide a range of services for their 25,000+ customers across a variety of industries. They are currently on the lookout for a 2nd Line Technical Support Advisor in order to scale the operations team and assist in the customer service delivery to clients.


  • Manage tickets and ensure system is organised and up to date.
  • Answer the phone within the agreed target time and as a minimum, to successfully achieve any agreed individual call targets.
  • To diagnose, log, action and follow through to resolution all faults and requirements, including escalations whilst keeping the customer updated of any progress. Being able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-ordinator for booking.
  • Updating your line manager on any remaining faults or ones that have breached their SLT, in a timely manner.
  • To uphold and contribute to the company’s quality system and processes, and maintenance.
  • Actively contribute to and promote the use of best practice and continual service improvement within the team.
  • Participating to the success of the service operations department and the company.

Essential Skills

  • Experience with Windows Desktop (7,8,10)
  • Experience with troubleshooting Outlook
  • Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Network domains, backup solutions, virtualization, firewalls, and routers.
  • Experience with troubleshooting printers
  • Troubleshooting general PC issues
  • Excellent telephone manner and ability to diagnose faults over the phone
  • Strong customer service skills
  • Organised and able to work autonomously or as part of a bigger team

Desirable Skills

  • Experience with Mac OS X, Linux & Android.
  • Veeam, Symantec, WSB, Attix or StorageCraft
  • Experience with Cisco and Sonicwall firewalls
  • Data, Broadband, Ethernet
  • Strong Networking knowledge.

If you wish to apply for this position, please email us at apply@som-3.com