Service Desk Technician : 2nd Line - Appello & Careline365

About this role

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Vendors Teamtailor Analytics These cookies collect information to help us understand how the site is being used. Vendors Teamtailor Marketing These cookies are used to make advertising messages more relevant to you. In some cases, they also deliver additional functions on the site. Vendors Youtube Accept these cookies Decline all non-necessary cookies Service Desk · New Milton Service Desk Technician : 2nd Line Sometimes 'hello' is all it takes. Here, every call makes a difference. Join the UK's most trusted and innovative careline service, supporting vulnerable people to live safer, happier lives. Apply for this job! SERVICE DESK TECHNICIAN : 2ND LINE Ready to take your tech skills to the next level? We’re looking for a proactive problem-solver who thrives in a fast-paced, customer-focused environment. If you’re 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. ️Hours: 35 hours per week Shift pattern: Monday - Sunday 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: October/November 2026 ⚠️ Pre‑employment screening: Right to work, 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. 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 Service Desk which is constantly evolving. As a 2nd Line Technician you will be a point of contact for Digital 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. 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 - 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. Department Service Desk Role Service Desk 2nd Line Technician Locations New Milton Yearly salary £28,000 Employment type Full-time Brand Appello Contact Jocelyn Mack Talent Acquisition Partner – People Team Apply for this job! Service Desk · New Milton Service Desk Technician : 2nd Line Sometimes 'hello' is all it takes. Here, every call makes a difference. Join the UK's most trusted and innovative careline service, supporting vulnerable people to live safer, happier lives.

What this role is, and what else it is called

Employers in the UK advertise this kind of work as IT Support Engineer, Technical Support Engineer, IT Support Technician and Support Engineer too, so it is worth searching more than one wording. It is a mid-level IT Support & Service Desk role in the UK, advertised without a stated working pattern, which is worth asking about.

About hiring at Appello

Appello appears alongside 1 other live technology role on this source domain. See all Appello roles, salaries and stack.

Detected on Appello's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site.