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IT Support Specialist

2 months ago


Blackburn, Blackburn with Darwen, United Kingdom IT Talent Solutions Full time
Job Title: 2nd Line Support Engineer

At IT Talent Solutions, we are seeking a highly skilled 2nd Line Support Engineer to join our team. As a key member of our IT support team, you will play a crucial role in delivering exceptional technical support to our clients.

Key Responsibilities:
  • Provide timely and effective resolution to escalated technical issues, ensuring minimal disruption to our clients' operations.
  • Manage and maintain Active Directory, including user account creation, group policies, and security settings.
  • Administer and support Office 365, including user management, mailbox administration, and troubleshooting.
  • Ensure all incidents and service requests are logged, prioritized, and managed effectively within the ITIL framework.
  • Collaborate with 1st Line Support to identify recurring issues and develop long-term solutions.
  • Participate in root cause analysis for major incidents and contribute to the development of knowledge base articles.
  • Assist in maintaining and updating IT documentation, including procedures, policies, and user guides.
  • Provide occasional on-site support as required.
Requirements:
  • Proven experience in a 2nd Line Support role or similar, with a strong background in IT support.
  • In-depth knowledge of Active Directory administration and Office 365 management.
  • Familiarity with ITIL processes and best practices.
  • Excellent problem-solving skills and the ability to work under pressure.
  • Strong communication skills, with the ability to explain technical concepts to non-technical users.
  • Experience with troubleshooting Windows OS, networking issues, and hardware problems.
  • A proactive approach to continuous learning and keeping up with industry trends.