2nd Line Support Engineer

Based from our Inverurie office and out on customer sites, duties for this role will include;

• Working as part of a team to pick up customer calls


• Working through a range of 1st and 2nd line assigned tickets from triage, from beginning to resolution


• Acting as a point of escalation for the 1st line team


• Escalating to 3rd line, as required


• Supporting the 3rd Line team with customer project deployment, as required


• Deploying and maintaining software and hardware as directed/required


• Attending customer sites; from setting up new users to resolving any outages


• Ensuring all tickets are noted using Tela's CRM


• Maintaining a high degree of service for all support queries and adhering to all service management principles


• Supporting users in the correct use of equipment by providing any necessary guidance, training and advice
  
  Tela are a customer first organisation. We look for individuals that share this passion and take pride in the service they provide.


The successful candidate will be a current 2nd Line engineer, ideally with experience of working for an MSP where you are providing support to customers both remotely and on-site. Strong working knowledge of Microsoft-based operating systems, with emphasis on Microsoft Cloud solutions is essential, in addition to:

• Microsoft 365 - Exchange Online / SharePoint Online / Microsoft Teams / Entra ID (Azure AD)


• Modern Management Technologies - Intune / Windows Autopilot / Enterprise Mobility


• Networking - Routers, Firewalls, Switches, and general troubleshooting


Work Location

This is an on site role which will consist of working in our Inverurie office and going out to customer sites. The successful candidate will need to have their own vehicle due to our location, however customer visits will be made using a company vehicle/fuel card.,
• 1st/2nd Line IT Support: 3 years (required)


Licence/Certification:

• drivers license and your own vehicle (required)
  
  Tela Technology are one of the UK's largest independently owned communication solutions providers, with three individually operating divisions; Tela IT, Mobile Telephony and Unified Communications. We partner with globally recognised brands such as Microsoft, Vodafone, Gamma, Samsung and Google.


Our customer-first approach is at the heart of who we are and what we do. We place great emphasis on the relationships we build with our customers, ensuring we deliver products and services which will provide genuine benefit to their business and people, in addition to offering superior customer care.

Tela IT is growing - we have achieved a lot in a small period of time, our most recent achievement was winning Infinigate's 'Modern Workplace Partner of the Year' award for 2023, and more recently having won 'Most Influential Partner of the Year' at the 2024 IT Governance Channel Awards.

£27,500 - £29,000 a year - Permanent, Full-time, Pulled from the full job description

• Employee discount


• Life insurance


• On-site parking


• Private medical insurance


• Sick pay, A basic salary between £27,500-29,000


• Healthcare plan


• Employee discount scheme


• Employee assistance programme


• Private healthcare


• Life Assurance


Job Types: Full-time, Permanent

Pay: £27,500.00-£29,000.00 per year

Benefits:

• Life insurance


• On-site parking


• Private medical insurance


• Sick pay


Schedule:

• Monday to Friday