2nd Line IT Support
Role details
Job location
Tech stack
Job description
We know that being valued and enjoying your job is important, which is why L A Comms is looking to add another team player to our existing team. We are a Telecoms, IT Support, and Cyber Security company that has been trading for over 16 years. We seek a quick-learning, fast-paced individual with good initiative to help and support our continued growth. The ideal candidate will possess excellent communication skills and the ability to think on their feet.
As a 2nd Line Technical Support technician, you will support customers through a mixture of fault diagnostics, billing, and technical support, over the phone & on-site. This role encompasses a diverse range of responsibilities, including:
Network and Systems Administration
Active Directory (AD) / EntraID & Group Policy Management: Managing user accounts, permissions, and policies within AD and EntraID.
Firewall Management: Monitoring and managing firewall settings to ensure network security.
VLANs & Routing: Configuring and managing Virtual Local Area Networks and routing protocols.
Understanding of the OSI Model: Utilising the OSI model for effective network troubleshooting and support.
Core IT Management
Azure VM Management: Handling the setup, configuration, and maintenance of virtual machines in Azure.
365 Management: Administering Microsoft 365 environments.
Endpoint Administration: Managing and maintaining endpoint devices.
Hardware and Physical Network Management
Hardware Repair Knowledge: Diagnosing and repairing hardware issues.
Cable Management & Networking: Organising and managing network cables to maintain a clean and efficient work environment.
Patching Ethernet Cables & Crimping: Ensuring network connections are properly maintained and functioning.
Mapping: Network mapping and documentation to keep track of all network devices and configurations.
You should be calm, technically minded, fast-paced, and positive, with the ability to communicate well and handle customers effectively. Our ethos is simple: bring a "can do" attitude mixed with positivity, and you will be a perfect fit.
Flexibility within the Role
We are looking for someone with the flexibility to translate their existing problem-solving skills and step up, if needed, into the telecommunications operations department. This means being able to adapt quickly to different challenges, understanding the nuances of telecom operations, and providing support when our existing operations department are unable to take incoming calls, ample training will be provided for the telecoms part of the role.
Operations Objectives
CRM task management quickly and efficiently.
Place orders with accuracy and attention to detail.
Log customer faults and issues with suppliers.
Work with our in-house engineers to deal with faults effectively and quickly.
Provide effective day-to-day support to existing customers.
Manage overall workload effectively, ensuring work is prioritised appropriately.
Collect outstanding customer invoices via card payment.
Requirements
Do you have a valid Driving Licence license?, Do you have experience in Time management?, Previous experience within an MSP or similar technical environment.
Excellent communication skills - both written and verbal.
Proactive and positive with a "Can Do" attitude.
Effective time management and organizational skills.
Competent working alone or as part of a team.
Logical approach to problem solving.
Punctual and good attendance.
Good understanding of customer services.
Considered intelligent and a quick learner.
Ability to take feedback constructively.
Driving License & Car - Essential.
Benefits & conditions
Training
Comprehensive Training Academy Programme.
Side-by-side coaching.
Daily and weekly feedback sessions.
Training manual and video support documents.
Ongoing demonstration and support from the management team.
Certification training and assistance where agreed with the targeted goals
Staff Benefits
You will matter and be a valued team member.
Your salary will be reviewed in line with your performance each quarter.
Quarterly one-to-ones to ensure career progression targets.
Company pension scheme.
Individual career development program.
Birthday off each year.
