2nd Line Technical Support
Posted 7 days ago by Dynamite Recruitment Solutions Ltd
Negotiable
Undetermined
Hybrid
Eastleigh, Hampshire, UK
Summary: The role of 2nd Line Technical Support involves providing second-line support for a client's POS software in a fast-paced, customer-focused environment. The position requires managing cases from initial contact through resolution while collaborating with internal and global support teams. This is a temporary position with a rotating shift pattern based in Eastleigh/Southampton. The ideal candidate will have strong technical support experience and excellent customer service skills.
Key Responsibilities:
- Respond to customer queries via calls, emails, and web portal
- Investigate and resolve technical issues, escalating when necessary
- Log and manage cases from start to finish, maintaining clear documentation
- Contribute to knowledge base updates and team knowledge sharing
- Collaborate with internal and global support teams
- Participate in continuous improvement initiatives
Key Skills:
- 18 months -2+ years' experience in technical helpdesk/support
- Strong customer service and communication skills
- Experience with Windows operating systems and basic networking
- Analytical and problem-solving abilities
- Ability to work effectively in a high-paced team environment
Salary (Rate): £27000 yearly
City: Eastleigh
Country: UK
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Technical support - 2nd line - Temporary Location :Eastleigh/Southampton (Hybrid)Hours:
- Rotating shift pattern: 4 days on/4 days off
- Coverage Monday to Sunday, 06:00 - 23:00
- Current shifts:
- 7:00am - 7:00pm
- 8:00am - 8:00pm
- 9:00am - 9:00pm
Key Responsibilities
- Respond to customer queries via calls, emails, and web portal
- Investigate and resolve technical issues, escalating when necessary
- Log and manage cases from start to finish, maintaining clear documentation
- Contribute to knowledge base updates and team knowledge sharing
- Collaborate with internal and global support teams
- Participate in continuous improvement initiatives
- 18 months -2+ years' experience in technical helpdesk/support
- Strong customer service and communication skills
- Experience with Windows operating systems and basic networking
- Analytical and problem-solving abilities
- Ability to work effectively in a high-paced team environment
- Experience with SQL/database management
- Knowledge of payment systems or retail operations
- Additional language skills (Spanish or French)