Product Support Technician - 2nd Line

Appello Careline Limited; New Milton; On-site; GBP 23,000 - 28,000; Full time

Job summary

A leading tech support company based in New Milton is looking for a 2nd Line Product Support Technician. This role involves managing product queries and providing troubleshooting assistance for IP-related telephony in a customer-focused environment. The ideal candidate will possess strong communication skills, technical troubleshooting expertise, and the ability to work flexibly within a 35-hour week. Benefits include generous holiday, employee perks, and opportunities for career growth.

Benefits

23 days holiday increasing to 25

Employee discounts

24/7 employee assistance programme

Family and friends' discounts

Pension Scheme

Free on-site parking

Qualifications

• Experience in a customer-facing support role.
• Familiarity with IP-related telephony and cloud technologies.
• Ability to support non-technical users with empathy.

Responsibilities

• Point of contact for product support queries via multiple channels.
• Triaging and resolving incidents related to products.
• Documenting interactions and diagnosing root causes.

Skills

Customer Service

Technical Troubleshooting

Network Configuration

IP Related Telephony

Communication

Tools

Microsoft Office

Case Management System

Job description

💻 2ND LINE PRODUCT SUPPORT TECHNICIAN

🕰️Hours: 35 hours per week

📅Shift pattern: Monday - Saturday hours between 7am and 7pm ( rota to be provided)

💸Salary: up to £28,000 per annum dependant on experience

📍Location: Office based - New Milton

📆Start Date: 5th January or 9th February

🌟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

ABOUT YOU 👇

You will have worked as a Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role and have a good understanding of IP related telephony, remote IP networks, network configuration, specifically cloud technologies and and applications.

You will have had experience in a busy customer facing role and be confident in performing general admin tasks. You are organised but have a flexible approach to workloads. You have used Microsoft packages and reporting tools and are willing to learn new skills and processes.

You are a great communicator and are able to support non-technical users to follow standard troubleshooting methodology with patience and empathy and be a point of escalation to our 1st Line Support Technicians.

THE ROLE 👨💻

You will be part of the Product Support team which is constantly evolving. As a 2nd Line Support Technician you will be a point of contact for Product Support queries arriving via phone/email/form. Using a case management system to manage cases.

Triaging/analysing and resolving incidents relating to Appello’s products. Diagnosing the root cause and documenting interactions with our customers. Following standard troubleshooting methodology, being a point of escalation to our 1st Line Support Technicians.

This role will work closely with our customers, keeping them informed of incident progress, notifying them of any impending changes and agreed product maintenance outages. Taking ownership of issues that have been reported, seeing problems through to resolution. Managing their own daily schedule by working through the service desk, priority schedule. Ensuring that tickets do not exceed our SLA's. Proactively review alerts that have originated from our monitoring services.

Support other internal teams with testing against the EVO platform and Appello’s product portfolio.

📄Full job description available on request

READY TO APPLY ✅

If you are interested in this role please upload your CV and complete the application questions !
OTHER INFORMATION 📑

This is an exciting time at the Appello Group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.