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Second Line Support Engineer

Full Time
Job Sector:
IT / Technology
South Wales
Rhondda Cynon Taff
Salary description:
Negotiable / Competitive
Start Date:
One Team Logic
Job Ref:

Second Line Support Engineer

We are looking for a number of second line support engineers to join our established team.

What we do

One Team Logic is a rapidly expanding, award-winning safeguarding company based in Talbot Green.  We provide an online safeguarding product called MyConcern into the education sector (nursery, primary, secondary and colleges) across the UK.  Technology underpins the safeguarding service we provide to our customers, who are on the front line in protecting vulnerable children.

One Team Logic is transitioning from being a start-up business to scaling rapidly and, as such, is seeking to grow the multi-disciplined technology team with ambitious and self-motivated team members.  We strive to maintain an open culture that is associated with start-ups in which everyone is a hands-on contributor, sharing ideas and opinions.

How you fit in

We have grown rapidly over the last 4 years, doubling in size every year.  This growth rate is expected to continue, so we are looking for technically competent people to work in our contact centre, helping customers by phone and email to fix technical issues.  Our first line customer team handles most inbound enquiries, which are escalated to the second line team when the issue requires more in-depth investigation or technical expertise.

What you will do day-to-day

  • Respond to inbound phone calls and emails
  • Manage a queue of support tickets
  • Take an active role in systems integrations (linking MyConcern to a school’s MIS database)
  • Recording, triaging and handing over bugs to the development team
  • You will participate in the on-call rotation, as well as spending time working on software projects with the development teams

Required Skills and Experience

  • Excellent customer care skills
  • Good written and verbal English
  • Being able to speak Welsh would be an advantage
  • Good computer and keyboard skills with experience in the use of Microsoft Excel and Word
  • Basic understanding of SQL
  • Basic understanding of C# .NET

Personal Characteristics

  • A positive outlook and good personality
  • Honesty and integrity
  • When you promise to get back to people, you deliver against your commitment
  • Ability to work independently and as part of a team
  • Accuracy and attention to detail
  • Ability to undertake research and communicate findings
  • Strong organisational and time-management skills
  • Quick to learn and the ability to work under pressure

Why work for us?

  • We will provide ongoing training for this role
  • We offer a great team-working environment in a rapidly expanding sector
  • We make a real difference in society: the work we do ensures that children go home safer each day
  • Competitive salary
  • Fair and flexible work arrangements wherever possible, including working from home, job sharing, flexible shifts and time in lieu
  • 25 days of annual leave
  • Contributory pension
  • Discounted gym membership
  • Free fruit and tea/coffee
  • Budget allocated to your ongoing career development
  • Sponsored company nights out and Christmas party

Recruitment Process

  • Initial 10 minute telephone interview, followed by
  • A face-to-face interview about your experience and skills, and
  • A 30 minute hands-on test to determine your technical level

Please apply online and send your current CV / Cover Letter and any further documents supporting your application.

Company Description

One Team Logic provides high quality safeguarding software as a service across a wide range of organisations responsible for protecting children, young people and vulnerable adults.

Closing Date:

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