Job title: 2nd Line Technician
Department: Support
Salary: Competitive, based on experience
We’re excited to be looking for a motivated 2nd Line Support Technician to join our friendly InVentry
Support Team. In this role, you’ll play a vital part in delivering outstanding technical support, tackling more
complex challenges and helping the wider support team grow through knowledge sharing and mentoring.
You’ll work closely with our customers and internal teams, making sure issues are resolved smoothly and
efficiently – all while creating a positive, professional and genuinely great support experience.
A Little Bit About InVentry…
We’re a fast-growing technology company, creating touchscreen visitor management solutions for schools
and modern businesses. Since 2010, we’ve been pioneers in the visitor management space, developing
innovative solutions that solve real world challenges. Over the last five years, we’ve grown rapidly, being
recognised in the Deloitte Global Fastest 500 tech companies across Europe, the Middle East, and Africa.
From just over 100 organisations to more than 10,000 today, we now handle a staggering 5.7 million sign-ins
and outs, capturing over 146,000 visitor images every week. While our roots are in education, our system is
perfect for any business sector.
Your Role:
As our 2nd Line Support Technician, you’ll be responsible for:
- Supporting and mentoring our 1st Line Technicians, helping them build confidence and capability
- Taking ownership of escalated support tickets and working closely with key internal stakeholders to
drive timely, effective resolutions - Supporting internal training initiatives and sharing your knowledge across the team
- Jumping in to answer incoming calls and live chats during periods of high customer demand
- Responding to, managing, and prioritising support tickets from start to finish
- Managing your assigned tickets efficiently while keeping customers informed with clear, regular
updates - Ensuring all queries and issues are logged accurately in our ticketing system (Zendesk)
- Following documented processes and delivering remote technical support
- Guiding customers through support and training documentation, promoting self-service where appropriate
- Building a strong, in-depth understanding of InVentry products and solutions
- Contributing to service guides and our internal knowledge base on an ongoing basis
- Working towards agreed objectives and KPIs to help maintain a high-performing support function
- Providing on-site engineer support when required
- Managing post-implementation support tickets to ensure smooth customer handovers
- Carrying out new software installations and implementing system changes
- Completing pre-installation system configuration to ensure successful deployments
The Ideal Candidate Will Have The Following Skills: - Strong ability to problem-solve and thinking logically
- Friendly, warm and welcoming
- A team player with a “one team” mentality
- Solid listening skills
- Drive for personal development
What You’ll Get From Us: - An InVentry scorecard; designed around supporting your development and progression
- Documented Monthly 121s
- A competitive salary
- Private healthcare
- Pension scheme
- An extra birthday treat, your birthday off work!
- Free on-site parking