Digital Support Technician -2nd Line

ABOUT YOU

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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, specifically cloud 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 Digital Support team which is constantly evolving. As a 2nd Line Support Technician you will be a point of contact for Digital 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.
Full job description available on request
Shift patterns: We have 2 vacancies - please see the shifts available below -please indicate on the application your preference.
Monday - Friday, working 7 hours shifts between 7am - 7pm (35 hours per week) On call rota
Tuesday - Saturday, working 7 hours shifts between 7am - 7pm (35 hours per week) On call rota
Salary: £26-28,000pa dependant on experience
Location: Hybrid-New Milton
Start date: ASAP
Appello Perks
23 days holiday rising to 25 days annual + 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
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
READY TO APPLY
If you are interested in this role please upload your CV and complete the application questions !
OTHER INFORMATION
This is an exciting time at the Appello Group - 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.