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2nd Line Support

4 months ago

HamptoninArden West Midlands, United Kingdom Tela Technology Full time €31,000 - €34,000

We are Tela Technology Tela Technology are one of the UK’s largest independently owned communication solutions providers, with three individually operating divisions; Tela IT, Mobile Telephony and Unified Communications. We partner with globally recognised brands such as Microsoft, Vodafone, Gamma, Samsung and Google.

We place great emphasis on the relationships we build with our customers, ensuring we deliver products and services which will provide genuine benefit to their business and people, in addition to offering superior customer care.

Tela IT is growing - we have achieved a lot in a small period of time, our most recent achievement was winning Infinigate's ‘Modern Workplace Partner of the Year’ award for 2023, and more recently having won ‘Most Influential Partner of the Year’ at the 2024 IT Governance Channel Awards.


We have created a new role to strengthen our IT Support team, which requires a professional, likeable and thorough 2nd Line Technician to provide remote support.

Picking up customer calls, logging a case and handling the query from beginning to resolution, keeping the customer updated throughout
Supporting the 3rd Line team with customer onboarding/deployment remotely, if required
Deploy and maintain software and hardware as directed/required
Ensuring all tickets are noted and up to date using Tela’s CRM
Keeping customer notes up to date on IT Glue
Supporting users in the correct use of equipment by providing any necessary guidance, training and advice


Strong working knowledge of Microsoft-based operating systems, with emphasis on Microsoft Cloud solutions is essential. Microsoft 365 – Exchange Online / SharePoint Online / Microsoft Teams / Entra ID (Azure AD)
Modern Management Technologies – Intune / Windows Autopilot / Enterprise Mobility
Networking - Routers, Firewalls, Switches, and general troubleshooting


This is a hybrid role which will consist of working in our Hampton in Arden head office and working from home, with occasional site visits if required. Healthcare plan
Employee discount scheme
Employee assistance programme
Private healthcare
Life Assurance


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