2nd Line Application Support Specialist – Guildford

Salary:£25,000 - £28,000

This role plays a key part in resolving technical faults across our client’s customer base. Products supported will include a combination of software troubleshooting, CRM integrations & day to day ticket management.

The Technical support engineer will provide outstanding service acting as the primary point of contact for customers regarding products and services. Associates will provide callers with thorough service that builds relationships, resolves issues, provides them with additional services where appropriate and increases overall trust and satisfaction in the client’s services.

Our ideal candidate would be a bright, strong, articulate and outgoing individual to join our hugely successful Technical Support Team.


  • Provide technical support to customers via phone, email and chat
  • Deliver high-quality customer experience through timely response and resolution to tickets
  • Logging & triaging of tickets
  • Diagnose and troubleshooting
  • Ask customers targeted questions to quickly understand the root of the problem
  • Talk clients through a series of actions, either via phone, email or chat, until resolution
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged on ticketing system
  • Prioritise and manage several open issues at one time
  • Collaborate to resolve the customer’s issue in the most efficient way
  • Document technical knowledge on internal knowledge base
  • Maintain jovial relationships with customers


  • Good Knowledge of SQL databases
  • Willing to take initiative to learn about new products
  • A strong ability to solve problems and think laterally
  • Excellent English oral and written communication skills
  • A demonstrable record of achievement in either previous position(s), or academic work

Personal Characteristics

  • You are a technical all-rounder
  • You have a ‘can do’ attitude
  • You can multi-task and quickly switch focus.
  • You enjoy solving problems
  • You enjoy learning new things quickly
  • You are committed and will do what it takes to support your team mates
  • You enjoy technology and most likely have your own spare time projects
  • You have a strong software support background and enjoy helping others
  • You are detail orientated and get satisfaction from delivering to a high standard
  • You’re able to dive in, troubleshoot, and drive technical problems to resolution
  • You’re able to make judgment calls regarding your workload and how to prioritise it
  • You are not afraid to challenge authority to get things done


  • Pension Scheme
  • Monthly Socials
  • 25 days’ holiday
  • Developing a Gym membership scheme
  • Cycle to work Programme

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.


Apply now


Would you like to discuss this role further?
Speak to the 2i Team: 01483 414719

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