💻 Service Desk - 2nd Line Operational Support Technician - Internal Only 🏢

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 - Saturday hours between 7am and 7pm with 1-hour unpaid break

💸Salary: up to £29,000 per annum dependant on experience

📍Location: Office based - New Milton 

📆Start Date: April 2026

⭐Please note that this role is subject to pre‑employment screening, including basic 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.

🌟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’re an experienced IT support professional who enjoys solving problems and supporting customers in a fast‑paced service environment. You’ve previously worked as a Product Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a similar 2nd Line role, and you’re confident handling more complex technical issues while acting as a point of escalation for 1st Line support.

You have a solid understanding of IP‑based systems, networking and configuration, and you’re comfortable diagnosing issues remotely, guiding users through fixes, and documenting solutions clearly. You approach troubleshooting in a logical, structured way and enjoy getting to the root cause of technical problems.

Customer service comes naturally to you. You communicate clearly, remain patient and empathetic, and can confidently support non‑technical users while maintaining professionalism at all times. You’re organised, adaptable, and able to manage multiple priorities while working to agreed SLAs. You’re also keen to learn, keep up to date with new technologies, and share knowledge with colleagues to support team development.

THE ROLE 👨‍💻

As a 2nd Line Operational Support Technician, you’ll be a key member of our evolving Service Desk team, providing telephone, remote and online support to our customers. You’ll manage and resolve technical incidents using our case management system, triaging issues, diagnosing root causes, and ensuring all interactions are accurately documented.

You’ll act as a point of escalation for 1st Line Support Technicians, supporting them with complex issues and mentoring where required. Taking ownership of incidents, you’ll see problems through to resolution, keeping customers informed of progress, planned maintenance, and any service‑impacting changes along the way.

The role involves managing your own workload against priority schedules and ensuring tickets remain within SLA targets. You’ll proactively review alerts from monitoring systems, identify potential issues, and raise concerns where necessary. You’ll also work closely with internal teams, supporting testing across the EVO platform and Appello’s wider product portfolio.

From time to time, you’ll assist the Service Desk Team Leader with operational support activities, including workload management, escalations, and quality checks — playing an important role in maintaining high service standards across the team.

📄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.