2nd Line Helpdesk Advisor


Swindon, United Kingdom
Job Type

Our client is a UK based IT support provider, working with over 350 SME’s to enhance the daily running of their clients current IT resources and guiding them in future plans. They pride themselves on their technical expertise and accreditations and have a genuine passion for positively impacting the businesses that they help.

We are searching for a friendly, confident and proactive 2nd Line Support professional. If successful, your main responsibilities will involve; managing, logging and resolving client issues, establishing a priority rating with each caller and updating calls in the ConnectWise system for each action. You will be required to support with a first-time fix in all cases, to be followed by an escalation procedure if you aren’t able to resolve the issue in the first instance.

You will also be expected to identify root causes, liaising closely with the Supervisor and Technical Consultant where appropriate. Key deliverables include next step agreement, call-backs and post-call closure, to provide the highest levels of service. Other responsibilities will include monthly client visits to develop relationships and sharing client knowledge, developing mutually supportive internal relationships.


  • Small/Medium sized business experience is very beneficial
  • Proven track record in IT support, with at least 1 MCP certification
  • You should have first-class questioning and troubleshooting skills in; firewall, virtualisation, Hyper V troubleshooting and 365 Administration
  • Posses the ability to take ownership of client relationships
  • Broad technical knowledge and a genuine interest in technology, as well as the essential combination of independence and good team-working skills
  • Strong on Microsoft Exchange/server administration, using server monitoring tools, with the ability to resolve backup and Antivirus issues

You will need to be familiar with help desk systems and have excellent all-round communication skills. You will be very customer focused, enjoying speaking to and helping people on a daily basis. To succeed in this role, you will need to be a sound organiser with excellent time management skills. You will need to be a quick learner, picking up product knowledge and technical language quickly in order to support clients in the future.


This business very strongly believes that if you are happy in your job and you get on well with your colleagues, then you will enjoy your job all the more, so team fit is very important to them. People matter to them, their staff’s happiness above all else is the most important thing. In this role, they are confident that your opinions will always be heard, your ideas supported and your personal development prioritised.

You will be offered many benefits to promote how highly they value their staff. As a few examples, they offer; private healthcare schemes, an employee assistance programme, access to an exclusive discount website, eye care vouchers, childcare vouchers, a cycle to work scheme, long service awards and quarterly team nights out.

They also offer bi-annual development reviews for all team members, giving you the opportunity to discuss your career, training and development. Their team are the best in the business, so training is very important to them. They provide internal and external technical and soft skills training and support their team by financially supporting them in taking the exams they need to gain valuable, industry recognised qualifications which will help to develop your knowledge and expertise.

If you have the experience and are currently looking for a new challenge, then please submit an up to date CV by using the ‘apply’ button below. For an informal chat, please phone 01752 252533 and ask for Rachel V. Many thanks for your interest.

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