2nd Line Service Desk Technician

Due to continued growth, we are looking for a skilled and customer-focused 2nd Line Service Desk Technician to join our IT support team. Ideally the candidate will come from an MSP background or implementation background.

This role combines service desk responsibilities with field-based support, providing hands-on troubleshooting and technical expertise to ensure smooth IT operations for our clients.

This is a people role, your personal attributes such as personality, attitude and drive are key. Training for our systems and the range of technologies will be provided.

This is a fantastic opportunity for the right candidate looking for a company who will invest in their growth and development., * Provide support for IT issues received via phone, email, and CRM system.

• Troubleshoot and resolve hardware, software, and network issues both remotely and on-site.
• Install, configure, and maintain IT systems, including firewalls, servers, network, VOIP and end user devices.
• Support Microsoft 365, Active Directory, Windows Server, and networking solutions
• Conduct on-site visits for hardware repairs, upgrades, and troubleshooting.
• Document incidents, resolutions, and create knowledge base articles for common issues
• Collaborate with internal members to escalate and resolve complex IT challenges
• Communicate with 3rd parties to resolve issues efficiently.
• Provide highest quality communication and customer service.
• Communicate with 3rd parties to resolve issues efficiently.
• Completion of Partner Certifications.

Do you have a valid Driving Licence license?, Do you have experience in Technical support?, * Display excellent communication skills, verbal and written.

• Have good social skills for working in a team and talking to clients and partners.
• A strong knowledge of Microsoft software products such as Windows and Office 365 products as well as Server OS and Active Directory.
• Strong networking knowledge (DNS, DHCP, VPNs etc)
• Proficient in Unifi, Meraki, Fortinet and similar.
• Knowledge of VoIP based telephone systems.
• Minimum of 2 years service desk and field experience.
• Full clean UK driving license.
• Invested in their personal development.

You will be predominantly based in our office in Ellesmere Port, but will also spend time visiting client sites across the UK, which may include overnight stays during the week., * Customer service: 2 years (required)

• Technical support: 2 years (required)

Licence/Certification:

• Driving Licence (required)

• Company Work-Wear provided
• Company pension
• Company Health Insurance
• Free On-site parking
• Annual team events
• Opportunities for career growth and continued certifications.

Working Hours:

• Rotational shift pattern (Week 1: 8am-4pm, Week 2: 9am-5pm, Week 3: 10am-6pm Week 4: 10am-6pm with OOH) Based in our offices in Ellesmere Port.
• Out of hours coverage is based on a 1 in 4 pattern (excluding annual leave coverage) Mon-Fri 6pm-10pm and Sat-Sun 8am-10pm, this is conducted remotely from home.

Job Types: Full-time, Permanent

Pay: £26,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company pension
• Free parking
• On-site parking
• Private dental insurance
• Private medical insurance

We're a fast paced, ever evolving and dynamic organisation. We offer a large range of services and means our clients treat us like trusted partners in a friendly, open but professional way. To our clients we are very much more than just an IT company as we often share common values and personal standards in our everyday work. Our efforts also touch every part of a modern business, from connectivity, applications, equipment, data, security and disaster planning. Being trusted is the highest accolade we can obtain and it's what we actively strive for. You will be presented with opportunity every day. Embrace these opportunities and you'll enjoy your work and have a successful career.