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3rd Line Support

4 months ago

Newcastle upon Tyne, United Kingdom Careers Plus Full time

Our client is a growing managed service solutions with a focus on reliability, agility, and innovation. They provide quality solutions and services that allow businesses to make the best use of IT within their available budgets. They offer professionalism on a personal level, building trust with their customers by consistently meeting their expectations. They provide guidance and support no matter the size of the challenge presented. They source and assemble any needed equipment to ensure smooth operations. They value people who genuinely care and whose skills and deep knowledge add genuine value to their customers' businesses.

Job Summary:

In the role of 2nd/3rd Line Support Analyst, you will be integral to supporting our managed services clients, addressing their IT needs and challenges. This position involves direct interaction with clients to resolve issues related to hardware, software, network systems, and other IT concerns, ensuring their business operations are maintained with minimal disruption. Your expertise will help maintain the high-quality standards of our IT support services, fostering trust and reliability among our client base. The 2nd Line Support Analyst will handle queries and problems across a broad range of technologies.

To fix technical issues that come from the first line, they may work on the following areas, among others: Microsoft 365, Microsoft Azure AD, Microsoft Intune, Network Issues, SharePoint Online, Virtual Machines, Remote Desktop, Windows Server, Internet Connectivity.

Key Responsibilities:

• Office365 user management.

• Desktop/Server troubleshooting and support

• SharePoint Online management

• Resolving complex tickets in a timely manner.

• Maintain accurate issue tracking.

• Deliver high-quality customer service and follow-up.

• Quickly diagnose and resolve technical issues.

• Client site visits when required.

• Document solutions to problems to build an IT knowledge base. Requirements:

• 2 years experience in IT support or a helpdesk role.

• Strong problem-solving skills and technical knowledge.

• Familiarity with various operating systems and IT fundamentals.

• Excellent communication and customer service skills.

• Relevant IT or Computer Science qualification preferred.

Key Skills & Experience:

• A high degree of understanding of the trends in IT and knowledge of the Microsoft stack, including Azure AD, Azure, SharePoint Online, and M365

• Windows Server 2016/2019 operating systems along with the Microsoft office suite.

• Excellent communication skills with good customer-facing skills.

• Hyper-V exposure

• Experience/understanding of ITIL. Benefits:

• Opportunities for professional development and career advancement.

• A supportive and collaborative work environment.

Benefits:

• 28 days holiday

• Paid holiday on your birthday

• Company pension scheme

• Funded social nights out

• Free Parking

If you're passionate about providing top-notch IT support we'd love to hear from you.