Location: Aberdeen
Are you ready to take your IT support career to the next level? Do you enjoy solving complex technical issues and providing exceptional customer service? We are looking for a skilled and motivated 2nd Line Service Desk Specialist to join our dynamic team and provide dedicated support to a key client in Aberdeen.
What will your day-to-day look like?
2nd Line Support
Act as a key escalation point for the Service Desk, delivering high-quality technical support and taking ownership of incidents through to resolution. Investigate root causes, troubleshoot effectively, and ensure issues are resolved in a timely manner.
Technical Expertise
Apply your strong knowledge of IT infrastructure, hardware, software, and business applications to diagnose and resolve complex issues escalated from 1st Line Support. Provide support across networks, servers, systems, applications, and end-user devices.
Relationship Management
Build and maintain strong working relationships with key stakeholders, including the client's IT teams and end users. Collaborate effectively to ensure clear communication, efficient problem-solving, and excellent service delivery.
Documentation and Reporting
Maintain accurate records of incidents, resolutions, and technical procedures. Produce reports on service performance, recurring issues, and recommendations to improve processes and the overall user experience.
Continuous Improvement
Keep up to date with emerging technologies, industry trends, and best practices. Proactively identify opportunities to enhance service delivery, improve efficiencies, and support the ongoing development of the client's IT environment.
About T-Tech
T-Tech is one of the fastest growing IT Consultancy, Support and Cloud Service providers in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it.
Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.
T-Tech has created a working environment that is personally and professionally challenging and enjoyable. At T-Tech you will be joining a talented team that values your input and knowledge. We are looking for highly motivated, talented individuals to join us in realising our vision.
Our Values:
Service Centric
We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.
United
We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging and supporting.
High Standards
We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.
Agile
We are agile in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.
Requirements
- Previous experience in a 2nd Line Support role, preferably within a fast-paced environment.
- Proficient knowledge of IT systems, including hardware, software, networks, and servers.
- Strong analytical and problem-solving skills, with the ability to think critically and perform effectively under pressure.
- Excellent communication and interpersonal skills, with the ability to build positive relationships with clients, colleagues, and stakeholders.
- Willingness and flexibility to travel to client sites as required to provide onsite support and maintain strong customer relationships.
- Ability to prioritise workloads, manage multiple tasks, and consistently meet deadlines.
- Relevant IT certifications, such as ITIL, CompTIA, or Microsoft certifications, would be advantageous.
Benefits
Pension after 3 months of employment – T-Tech will match employee contributions up to 4% of salary.
Life Assurance: to provide security for your family, 3x salary
Income Protection: to provide an income in the event of long term illness
Holiday: 23 days per year plus your birthday
Learning environment; the opportunity to work alongside experts in the latest technologies.
Training: we have CBT nuggets
We care about your happiness: We use Friday Pulse
Quarterly events and more, Go-Karting, Games nights, boat parties, Crystal Maze and escape rooms are our style!
Medical cashback with BUPA
Exceptional career progression opportunities
Join our team, and together, we'll embark on an exciting journey of supporting our key client in Aberdeen, delivering exceptional service, and pushing the boundaries of technical excellence.
Apply now to unleash your potential and become an integral part of our Service Desk Team.