2nd Line Support


MS IS 2125495


1st Line Support / Helpdesk, 2nd Line Support / Helpdesk, Support and Training


£35,000 to £47,000 Per Annum


10% Bonus, Shares, Remote Working & Excellent Benefits


Northampton / Remote

Contract Type:


We specialise in the recruitment of high quality candidates in the Technology Support sector. We have an excellent opportunity for a 2nd Line Support / Tier 2 Escalation Specialist role.

£31,450 - £47,000 + 10% Bonus + Shares + Remote working + Amazing other benefits.

2nd Line Support / Tier 2 Escalation Specialist Core Duties

  • Discover, investigate, test, document, resolve or escalate customer reported issues
  • Handle escalated cases from Tier 1 with a sense of ownership and customer focus
  • Support customers via email, phone, screen-share, and chat
  • Thoroughly understand, reproduce, document, and solve technical issues
  • Learn new technologies, programming languages, frameworks, and networking concepts
  • Work with colleagues and cross-departmental peers to investigate complex customer issues
  • Identify opportunities for improve applications, API, apps and integrations
  • Occasionally support Tier 3 on-call Engineer during application incidents
  • Contribute to internal KCS knowledge base

2nd Line Support / Tier 2 Escalation Specialist Key Skills

  • Ability to speak fluent German and English
  • 2+ years Tier 1 Support experience or 1+ year in an escalation capacity - supporting a SaaS product is advantageous
  • An understanding of the SaaS software model
  • General understanding with RESTful APIs and ability to evaluate and discuss technical integration scenarios and architectural concepts
  • Familiarity with one or more programming languages or conceptual understanding of programming basics
  • Excellent interpersonal and communication (written/verbal) skills
  • Customer-facing role experience
  • Ability to break-down complex issues to troubleshoot and understand possible causes
  • Experience working with ticketing / CRM tools
  • Manage investigations that may be ambiguous and manage the customer expectations
  • Empathize with customers and the resulting business impact they're experiencing
  • Bachelor's degree, STEM degree or relevant industry certifications

Are you enthusiastic about the 2nd Line Support / Tier 2 Escalation Specialist job? Send us your CV in Word format today.