As a 2nd Line Operational Support Technician, youll be a key member of our evolving Service Desk team, providing telephone, remote and online support to our customers. Youll manage and resolve technical incidents using our case management system, triaging issues, diagnosing root causes, and ensuring all interactions are accurately documented.
Youll act as a point of escalation for 1st Line Support Technicians, supporting them with complex issues and mentoring where required. Taking ownership of incidents, youll see problems through to resolution, keeping customers informed of progress, planned maintenance, and any service‑impacting changes along the way.
The role involves managing your own workload against priority schedules and ensuring tickets remain within SLA targets. Youll proactively review alerts from monitoring systems, identify potential issues, and raise concerns where necessary. Youll also work closely with internal teams, supporting testing across the EVO platform and Appellos wider product portfolio.
From time to time, youll assist the Service Desk Team Leader with operational support activities, including workload management, escalations, and quality checks - playing an important role in maintaining high service standards across the team.
Were looking for a proactive problem‑solver who thrives in a fast‑paced, customer‑focused environment. If youre passionate about technology, love troubleshooting, and can translate complex issues into simple solutions, this is your chance to shine! Join our dynamic Service Desk team as a 2nd Line Technician and play a key role in delivering exceptional digital support to our customers.
You are an experienced IT support professional who enjoys solving problems and supporting customers in a fast‑paced service environment. Youve previously worked as a Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a similar 2nd Line role, and youre confident handling more complex technical issues while acting as a point of escalation for 1st Line support.
You have a solid understanding of IP‑based systems, networking and configuration, and youre comfortable diagnosing issues remotely, guiding users through fixes, and documenting solutions clearly. You approach troubleshooting in a logical, structured way and enjoy getting to the root cause of technical problems.
Customer service comes naturally to you. You communicate clearly, remain patient and empathetic, and can confidently support non‑technical users while maintaining professionalism at all times. Youre organised, adaptable, and able to manage multiple priorities while working to agreed SLAs. Youre also keen to learn, keep up to date with new technologies, and share knowledge with colleagues to support team development.
Please note that this role is subject to pre-employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.
For this role, you need 5mpbs upload and 15mpbs download internet speed.
Appello Perks
* 23 days holiday rising to 25 with 2 years continuous service plus 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 with an easily accessible app!
* Family and friends discounts on our services & products
* Pension Scheme, up to 4% Company matched
* Free on-site parking
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