2nd Line Support Advisor

Eventura Limited

27 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Intermediate

Compensation

£ 28K

Job location

Tech stack

Microsoft Windows

Azure

VoIP

Cloud Computing

Cloud Computing Security

Computer Networks

Data Recovery

Issue Tracking Systems

Virtual Desktops

Virtual Machines

Wireless Access Point

Wireless Networks

Wi-Fi Technology

Firewalls (Computer Science)

Fortinet

Job description

Are you an experienced IT professional ready to take the next step in your support career? Eventura is seeking a proactive and technically skilled 2nd Line Support Advisor to strengthen our growing Service Desk team. In this key role, you'll act as an escalation point for 1st Line Support Analysts and play a pivotal part in maintaining service quality, resolving complex issues, and driving technical excellence., Technical Support & Issue Resolution

Provide escalated technical support to customers and assist 1st Line Support Analysts with advanced troubleshooting.
Take full ownership of user requests, carrying out in-depth diagnoses and resolving issues either remotely or onsite.
Proactively identify and address recurring issues, implementing permanent solutions to minimise future incidents.
Liaise with third-party suppliers and escalate issues to management as necessary.

Communication & Documentation

Communicate clearly and professionally with customers, colleagues, and suppliers to ensure issues are resolved efficiently.
Maintain detailed and accurate records of actions taken in the Service Desk system.
Share knowledge with 1st Line Analysts and contribute to our technical knowledge base.

System Knowledge & Proactive Support

Build strong knowledge of customer systems and how they support business operations.
Act as a technical resource for the team, mentoring junior analysts and supporting their development.
Proactively monitor systems, identify potential problems, and escalate risks before they impact users.

Additional Responsibilities

Participate in team meetings and foster collaboration across the support team.
Answer support calls quickly, maintaining a response time in line with SLAs.
Develop strong working relationships with colleagues, customers, and suppliers.

What You'll Need

Certifications and/or Experience

Microsoft Azure

AZ-104: Microsoft Azure Administrator
AZ-140: Configuring and Operating Microsoft Azure Virtual Desktop
or experience managing Azure resources, including virtual machines, storage accounts, and networking components.

Requirements

Do you have a valid Driving Licence license?, Do you have experience in Technical support?, * Endpoint Administrator Associate or Hands-on experience managing and securing endpoints across Windows and mobile devices.

Backup & Recovery