2nd Line Support Technician Moulton Park, Northampton Engineering & IT

As a 2nd Line Support Technician, you will be integral to the daily support and maintenance of our clients’ IT, telephony, and connectivity infrastructure. In this role, you’ll provide essential technical support to end users, tackle complex issues across our technology portfolio, and enhance the effectiveness of our support-team., * Second-Line Technical Support: Deliver prompt, second-line technical assistance for end-user hardware and software issues.

• Incident Diagnosis and Resolution: Tackle escalated IT incidents in collaboration with first-line support and vendors.
• Hardware and Software Maintenance: Configure, and maintain computer hardware, software, and peripherals.
• Network Troubleshooting: Manage network-related issues, including connectivity, access point, switches, routers, and configuration.
• Telephony System Support: Resolve issues with VoIP systems and associated connectivity.
• Audio-Visual System Support: Address problems in Teams Meeting Room environments and Content Management Systems (CMS).
• First-Line Team Support: Assist first-line support through one-on-one mentoring in relation to 1st line ticket responsibilities.
• Continuous Improvement: Stay current with industry trends and emerging technologies to enhance support initiatives.
• Trend Spotting: Identify common query types and implement service improvements to proactively tackle these in conjunction with 3rd line team.
• Achieve and maintain learning and certification paths in line with the business needs.
• Basic configurations for BAU connectivity hardware, i.e. hardware and routers.
• Rota based out of hours onsite event support will be required.
• Occasional customer onsite support may be required.
• Working hours are shift based on a rota (8:00-16:30 / 09:30-18:00)

• Customer-Focused: Committed to delivering responsive solutions to IT and telecom challenges.
• Analytical Thinker: Skilled in troubleshooting and identifying solutions efficiently.
• Customer-Focused Attitude: Dedicated to meeting and exceeding customer expectations.
• Professional Communication: Engages third parties confidently and assures priority to accounts.
• Effective Communicator: Friendly, confident phone manner and strong written communication skills.
• Business-Savvy: Identifies opportunities for improvement with excellent time management.
• Adaptable: Thrives in a fast-paced, evolving environment.
• Detail-Oriented: Manages multiple queries simultaneously with strong attention to detail.
• Self-Motivated: Displays a strong desire to learn and grow., * Proven experience as a 2nd Line Support Technician/Engineer or comparable role, with consistent high performance.
• Skilled in cloud, hardware, software, and network issue resolution.
• Strong knowledge of Microsoft operating systems.
• Experience with Active Directory, Group Policy, and related tasks.
• Experience with VoIP systems, connectivity and AV is advantageous.
• Familiarity with the Microsoft suite, including Admin Centre, Azure, Entra ID and lntune., * GCSE Maths & English Language Grade 5 or above (or recognised equivalent qualification)
• Relevant industry certifications (CompTIA A+ and Microsoft MS900, AZ900, MDI 00/I 01 /I 02 preferred)

• 22 days holiday plus an extra day for your birthday, increasing to 25 days holiday in your 2nd year.
• NHS Healthcare Top-Up Cash Plan (money back on everyday medical expenses)
• Death in Service (3 x salary)
• Personal development plan with dedicated self-development time.
• Industry recognised certified training will be supplied with a time matched model.
• Hybrid based working is available, subject to performance.