2nd Line Support Advisor

Job Title: 2nd Line Support Advisor
Salary: £28,000 - £35,000 per annum (depending on experience)
Location: Exeter (Hybrid)
Full Time

As a 2nd Line Support Advisor, you'll be part of the Managed Services team, handling escalated technical queries, troubleshooting systems and applications, and ensuring high-quality service delivery. You'll also support 1st line advisors, manage case progress, and escalate to 3rd line when needed.

Key Responsibilities

• Manage and resolve 2nd line support cases, including hardware/software troubleshooting and remote configurations.

• Support 1st line with overflow calls and mentoring.

• Ensure timely updates, SLA adherence, and clear documentation.

• Escalate complex issues with adequate context to 3rd line or Field teams.

• Promote ITIL best practices and contribute to continuous service improvement.

What You'll Need

• Proven experience in customer-facing tech support roles.

• Strong knowledge of systems, applications, and network infrastructure.

• Proficiency with remote support tools and ITIL practices.

• Excellent problem-solving and communication skills.

• Certifications such as MCITP or CompTIA Network+ are a plus.

The Perks

• Flexible hybrid working for better work-life balance.

• Learning and development opportunities.

• Extra holiday and volunteering days.

• A supportive, sustainability-focused environment.

For more information about this 2nd Line Support Advisor role, please apply or contact Jamie Watson at Clearline Recruitment on (phone number removed) between 9:00am - 5:30pm.