Help Desk Specialist / 2nd Line Technical Support Specialist

Help Desk Specialist / 2nd Line Technical Support Specialist - PermanentLocation: Birmingham / Tyseley

Salary: £30,000 - £38,000 per annum + excellent benefits

ARCA Resourcing is proud to be partnering with a well-established and industry leading company in their search for a 2nd Line Technical Support Specialist / Help Desk Specialist to join their growing IT team based in south Birmingham. This is an excellent opportunity for a technically skilled professional who thrives in a customer-focused support environment and enjoys solving complex problems with efficiency and professionalism.

Role Overview:

The Help Desk Specialist / 2nd Line Technical Support Specialist will provide second-line technical support across a range of standard software and hardware systems. You’ll be responsible for troubleshooting, resolving, and documenting technical issues raised by internal users and ensuring timely and effective solutions are delivered. This position is key in maintaining a high standard of customer satisfaction and technical service delivery.

Key Responsibilities:

• Deliver second line support and issue resolution for software and hardware enquiries.
• Respond to user queries via phone, email, and ticketing systems with a focus on professionalism and speed.
• Log and track support incidents, escalating as required to ensure resolution within SLA.
• Provide training and guidance to users, sharing expertise and product knowledge.
• Identify and report on common issues, recommending improvements to processes or documentation.
• Participate in the testing and rollout of new systems and software.
• Support knowledge sharing across the help desk and wider IT teams.
• Uphold the company’s customer service standards and values.

About You:

• A minimum of 2 - 4 years’ experience in a helpdesk or technical support role.
• Technical qualifications or education in IT, electronics, or engineering would be advantageous.
• Strong troubleshooting and problem-solving skills.
• Proficient in Microsoft applications, internet protocols, and database systems.
• Excellent verbal and written communication, with a professional telephone manner.
• Demonstrated ability to manage multiple tasks and prioritise effectively.
• Self-motivated, organised, and able to work both independently and collaboratively.
• Strong customer service ethos and commitment to quality.

Why Apply?

• Join a reputable and forward-thinking company with strong values.
• Be part of a supportive, knowledgeable IT team.
• Gain exposure to a variety of systems and development opportunities.
• Competitive salary and benefits package.

If you're ready to take the next step in your IT support career and work with a company that values both technical excellence and customer service, we'd love to hear from you.

Please click the link to apply and for immediate consideration