2nd Line IT Support Technician

Our client is a customer experience-led technology business that helps organisations grow through cloud-based solutions from leading providers. They are seeking a hybrid Support Engineer to join their team.

Their areas of expertise include:

• Microsoft Modern Work
• Cybersecurity
• Contact Centre Technology
• Mobile Solutions
• Communications & Connectivity

With thousands of customers, our client has significant scope for growth. Many customers currently use one or two of their technologies, creating opportunities to introduce a broader range of solutions., Working predominantly as a desk-based technician, you will provide high-quality support to our client’s customers and colleagues. You will troubleshoot and diagnose IT issues within agreed service level agreements (SLAs), deliver remote support, and assist with monitoring and maintaining customer computer systems and networks.

Accountabilities and Deliverables:

• Ensure customer calls are promptly attended to, providing efficient and effective support.
• Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented.
• Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs.
• Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime.
• Complete and update technical documentation.
• Mentor and train colleagues., Our client is looking to appoint promptly while ensuring the right fit. The recruitment process begins with a screening call, followed by an interview for candidates who progress. A follow-up interview and competency testing may also be required, depending on the role requirements.

We are recruiting on behalf of our client for a passionate IT support professional who thrives in a fast-paced environment. This opportunity would suit an experienced 2nd Line Engineer who enjoys troubleshooting, delivering excellent customer service and developing their technical skills., * Excellent understanding of Microsoft 365 services, including administration and troubleshooting.

• Excellent understanding of Microsoft desktop and server operating systems, including troubleshooting.
• Experience with Microsoft Azure.
• Antivirus management - deployment, configuration, and troubleshooting.
• Experience working with business networks and troubleshooting issues.
• Experience troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment.
• Email protection solutions.
• Virtualisation technologies (Hyper-V, VMware) - desirable.
• Backup and Disaster Recovery - desirable.
• Scripting and automation - desirable.

What else looks good for this role:

• Friendly and confident, with the ability to liaise comfortably with end users at all levels, both internal and external.
• Strong written and verbal communication skills.
• Excellent technical and troubleshooting skills.
• High attention to detail when documenting and resolving issues.
• A proactive, determined, and persistent approach to problem-solving.
• Ability to work both independently and as part of a team.
• Eagerness to learn, including researching faults and referring to documentation when required., * Previous experience working on a service desk as a 2nd Line Engineer is essential.
• Experience in a managed services (MSP) environment is advantageous.
• Proficiency across multiple technologies and the ability to manage difficult and sensitive technical issues.

·22 days’ annual leave plus UK bank holidays, with additional leave based on length of service.

• Life Assurance - 4x Annual Salary
• Optional Health Insurance - Bupa
• Optional Health Cash Plan - Health Shield

·£1,000 payment after 10 years’ service.

• Bike to Work Scheme
• Season Ticket Commuter Loan

·Charities Trust - pre-tax charitable donations.

• Annual Company Celebrations

Hybrid working

The role is contractually office-based. Our client operates a non-contractual hybrid-working policy, with office attendance required on Monday, Tuesday and Thursday and the option to work from home on Wednesday and Friday, unless the role has different requirements.