Second Line Support Specialist

1 day ago

Prescot, Knowsley, United Kingdom Oscar Full time
Job Title: 2nd Line Support Technician

Location: Prescot

Salary: £32,500

Working Pattern: Hybrid

About the Role

The 2nd Line Support Technician is a key member of our technical support team, responsible for providing second-line support to our customers. As a 2nd Line Support Technician, you will be the first point of contact for customers experiencing technical issues, and will work closely with our support team to resolve these issues efficiently and effectively.

Key Responsibilities
  • Provide 2nd Line Support to customers via phone, email, and remote desktop
  • Take ownership of customer issues and identify appropriate solutions to resolve service incidents and requests
  • Communicate regularly with customers on the progress of investigations and planned solutions
  • Work closely with the support team to provide 2nd Line Support, ensuring assigned calls are responded to, diagnosed, and resolved swiftly
  • Assist support teams with incident resolution for any onsite devices
  • Document problem resolutions, fixes, and update the technical knowledge base
  • Stay up-to-date on new technology trends and best practices
  • Provide assistance to the Service Delivery Manager as needed
Requirements
  • Experience in deskside support or other user support functions
  • In-depth hands-on problem-solving expertise in desktop hardware, operating systems, and software packages
  • Microsoft Office and Office 365, including SharePoint and Exchange
  • Experience of troubleshooting hardware and software
  • Experience working with Azure
  • Active Directory
Desirable Skills
  • Experience working with Power Automate, Power BI, or Power Flow
  • Knowledge of virtualisation technologies, such as VMWare
Company Benefits
  • Pension schemes
  • Access to e-learning development
  • Personal development plans
  • High street discounts
  • Life assurance

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