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2nd Line IT Support Technician
3 months ago
My prestigious client has a great opportunity for a talented L1 technician looking to progress, or an experienced L2 technician looking for a new challenge. You will be working as part of an onsite Services team delivering quality tier-2 support to remote L1 teams across the country for a prestigious MoD contract, with a key focus on delivering to the customer within the agreed SLAs.
This role attracts a salary of £30k pa and eligibility for a non-sales-based incentive.
Note: Due to the work with MoD, you will need to be fully SC cleared or able to attain this. Therefore you will need to have been resident in the UK for a minimum of 5 years with no more than 4 weeks spent out of the UK in that period.
The company's Services Team is a rapidly transforming function covering Customer Services, Central Technical Support, and on-site IT Support teams. The vision is to become the point of contact for all business units for the design, delivery, support, and management of IT services and solutions for all customers, both internal and external.
In this role, you will cover a broad range of Device, Compute, Network, and Application services. This role does not include any Microsoft 365 / Azure support.
Responsibilities include:
- Providing 2nd Line support to teams across multiple geographic locations
- Resolution of reported faults escalated to 2nd Line Support within agreed SLAs
- Performing daily checks on system health, including backups, AV, and infrastructure health checks
- Managing test and rollout of security patches, software upgrades, and new software applications
- Upkeep of a shared Active Directory structure, including Group Policy management
- Development of work instructions that can be operated and managed by the entire Support team
- Support of Microsoft Endpoint Configuration Manager (MECM) environment
- Deployment, support, maintenance and changes for:
o End user compute, e.g. laptops, desktops, and software packages
o LAN & Wi-Fi infrastructure, eg. ExtremeCloud IQ, Ruckus SmartZone
o Security infrastructure, eg. Enterprise PKI, Sophos Endpoint Management
o Operating systems, eg. Microsoft Windows 10, Microsoft Server 2019
Experience, Skills & Qualifications
Essential
You have deep experience in the following:
- Broad knowledge of IT and communications services and technologies
- General IT Operations and Managed Services
- On-premise technical support for Server Technologies (Microsoft Server, Virtualisation), Storage Technologies (SAN, Backup), and Network Technologies (LAN/WLAN/WAN)
- Working in a desktop support environment with Microsoft Windows 10
- End-user device imaging and configuration over LAN networks
- Remote support via screen sharing, remote control, and remote desktop
Desirable
You have experience in:
- Working in a Defence based (or similar) environment, as well as an understanding of the MOD’s ICS security policy
- Experience of providing Tier-2 technical support covering complex Incident, Problem, and Change Management
- Microsoft Endpoint Configuration Manager (MECM)
- ITSM/ITIL Policies and Processes, ideally ITIL v4
- CompTIA Network+ N10-008 / N10-009 (June 2024)
- CompTIA Security+ SY0-601 / SY0-701CompTIA Server+ SK0-005
- Microsoft Certified: Windows Server Hybrid Administrator Associate or equivalent on-premise certification
