Job Purpose

Our 2nd Line Partner Implementation Technology Agents are an essential part of our Service function. As a key contact for both internal and external stakeholders, you will provide enthusiastic, knowledgeable, and proactive technical support across the business, both in person and in writing.

This role demands the highest standards of professionalism, customer focus, and accuracy. You will be responsible for resolving a wide range of technical queries - often complex - while delivering exceptional service at every touchpoint. You’ll play a vital role in ensuring the smooth running of the function by acting quickly, effectively, and always with our customers and partners in mind.

The successful candidate will be a proud ambassador of our corporate values: Trust, Passion, Excellence. You will bring a problem-solving mindset, strong technical capability, and a genuine desire to help others.

Main Duties and Responsibilities

• Install and configure third-party software applications and Microsoft Office 365 across the company.
• Deliver daily desktop support to internal users through the Jira Service Desk, ensuring prompt, effective resolution of technical issues.
• Collaborate with mobile network providers and their technical teams to resolve connectivity-related matters.
• Provide high-quality technical support and troubleshooting via Zendesk, maintaining excellent customer service standards.
• Monitor and respond to communications within the Service Operations Centre, providing support across departments.
• Work closely with 2nd Line Support colleagues to meet business objectives and maintain efficient IT operations.
• Liaise with the 3rd Line Technical Support team to assist in resolving advanced technical challenges.
• Perform daily tasks involving SQL.

Success Criteria

• All Key Performance Indicators are consistently met or exceeded.
• Recognised as a trusted source of technical knowledge and support across our services and products.

About You – Personally

You are passionate about delivering exceptional support and take real pride in helping others—no matter the size or complexity of the problem. With a positive, proactive attitude and a genuine enthusiasm for technology, you thrive in a fast-paced environment where every day brings new challenges.

You pay close attention to detail, value accuracy, and enjoy expanding your knowledge—whether that’s learning more about IT systems, tools like Jira or Zendesk, or developing your SQL skills. You work just as well independently as you do within a team and are always ready to support colleagues when needed.

Above all, you are a natural ambassador for our values: Trust, Passion, Excellence.

Personal Qualities

• Personal drive to understand and develop deep knowledge of our business and products – Essential
• Ability to build rapport and form strong professional relationships at all levels – Essential
• A trusted team player who is also confident working independently – Essential
• Organised, self-motivated, ambitious, and enthusiastic – Essential
• Positive, can-do attitude with an upbeat approach – Essential
• Adaptable to change, shifting priorities, and evolving business directives – Essential

Key attitude/behaviours

Exceptional results require exceptional people. Exceptional people who live and breathe the plan.com values. We are built on trust, fuelled by passion and driven by excellence.

Attributes we look for include:

• Curious and continuous learner – We value individuals who are eager to learn and grow and committed to self-improvement. We encourage continuous learning and provide a wide range of opportunities for personal and professional development.
• Innovative and Initiative – We embrace innovation and encourage our team members to be ambitious, think outside the box, challenge the status quo, and explore new ideas to drive growth and success. We value team players who can work off their own initiative, empower our people to make informed decisions and trust them to do the right thing.
• Adaptable – In a dynamic industry, adaptability is key. We seek individuals who can thrive in a changing environment, embrace new challenges, and quickly adjust to evolving circumstances while maintaining a positive attitude.
• Collaborative – We value the collective power of working together.
• Passion – One of our three core values, passion goes beyond our people's enjoyment of their work. It's a passion for the business and their contribution to furthering its success. It means striving to be the best and encouraging those around us to do the same. And it means not being afraid to take risks. Go big or go home!

Knowledge, Skills, and Attributes

• Ability to produce accurate, timely responses to a range of internal and external queries – Essential
• Strong communication skills, written and verbal, with the ability to influence at all levels – Essential
• Ability to proactively support a busy and complex function – Essential
• Experience in the telecommunications industry – Desirable

Education and Qualifications

• No specific educational qualifications required for this role.
• Good level of written communication – Essential