2nd Line Service Technician

1 week ago

London, Greater London, United Kingdom Lorien Full time

2nd Line Service Technician - London


A financial services client are looking for a 2nd Line Service Technician to join their team onsite 5 days a week based in London.

This is an exciting opportunity for an experienced technician to lead customer facing support and drive the implementationof new technology and services within a fast-paced growing business.


In this role you will

  • Take ownership of communicating to all IT, business, and external stakeholders on progress of tickets. projects and problem management
  • Conduct new joiner inductions and ensuring their experience is to a 'world class standard'
  • Ensure all customer issues are logged, updated and resolved within our service levels
  • Provide technical assistance to the customer in the resolution of technical and service issues
  • Engage with all stakeholders to ensure problems are delivered in a timely manner and addressing business requirements
  • Subject matter expert (SME) on coordinating the technical element of these events using our MS Teams environment
  • Ensure the availability and successful running of all events which require technical elements

The key experience and knowledge required:

  • Strong in technologies such as; Windows 10, Microsoft Intune, Office 365, Azure, Active Directory, Service Now, FortiNet, MS Teams
  • Crestron AV
  • Working and leading on a variety of technical and service projects
  • Providing 2nd line support troubleshooting across diverse technologies including but not limited to Exchange, Window, Active Directory, etc.
  • Working within our change control governance


 Major incident management
  • High level technical representation on P1 issues, including conference calls and managing technical resolution. Documenting and educating the entire Service Team on workarounds and resolutions
  • Managing problems, taking ownership of any technical or servicerelated issue and ensuring all resolutions and recommendations are aligned to the IT strategy

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