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Second Line Support Specialist

2 months ago

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

Location: Prescot

Salary: £32,500

Working Pattern: Hybrid

About the Role

The 2nd Line Support Technician role is a key position within our organization, responsible for providing second-line support to our clients. As a member of our support team, you will be the first point of contact for users experiencing technical issues, and will work closely with the support team to resolve service incidents and requests.

Key Responsibilities
  • Provide 2nd Line Support when required, taking ownership of users' issues and identifying appropriate solutions to resolve service incidents and requests.
  • 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.
  • Create standard documentation on problem resolution, fixes and updating the technical knowledge base.
  • Keep up to date on new technology trends.
  • Provide assistance to the Service Delivery Manager.
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.