Level 2 Tech Support - Hybrid
Job reference 333051 Level 2 Tech Support - Hybrid Salary: 25,721 plus 22.5 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates Permanent, Full time Hybrid - Weekend rota'd shifts Royal Mail is expanding its parcel locker network to provide customers with more convenient delivery and collection options. To support this growth, we’re looking for a Level-2 Support Administrator who will play a key role in ensuring our lockers operate smoothly and efficiently. This is an opportunity to join a team at the heart of Royal Mail’s innovation, working with internal teams and external partners to resolve technical issues and deliver excellent customer experiences. About The Role
- Respond to parcel locker faults proactively and reactively using provided software (MINT).
- Perform basic remote troubleshooting to resolve locker issues quickly.
- Liaise with internal teams and external tech providers to diagnose and resolve software problems.
- Coordinate and administer 3rd-party visits for physical repairs and maintenance.
- Handle phone inquiries redirected by Customer Care and Operations teams.
- Manage locker-related administration tasks using Excel and JIRA.
- Provide feedback for process improvements to installation and maintenance engineers.
- Support initiatives to promote and increase recognition of Royal Mail’s parcel locker network.
- Strong customer focus with excellent communication skills.
- Ability to learn and apply Royal Mail locker support processes and software.
- Analytical thinker with good problem-solving and organizational skills.
- Reliable, persistent, and able to work under pressure with good stress tolerance.
- Experience in customer service or administrative roles.
- Comfortable using tools like Excel and JIRA for administrative tasks.
- Willingness to develop professionally and learn new systems.
- Minimum of secondary school qualifications.
- Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
- Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
- Supportive and generous company sick pay
- Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
- Available only to perm employees