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2nd Line Technical Support Specialist

2 months ago

Blackburn, Blackburn with Darwen, United Kingdom IT Talent Solutions Ltd Full time

**Job Summary**

IT Talent Solutions Ltd is seeking a highly skilled 2nd Line Technical Support Specialist to join our team. As a key member of our IT support team, you will play a crucial role in delivering high-quality technical support to our clients.

**Key Responsibilities:**

  • Provide technical support to end-users, handling escalated technical issues with a focus on timely resolution and minimal disruption to our clients' operations.
  • Manage and maintain Active Directory, including user account creation, group policies, and security settings to ensure a secure and efficient IT environment.
  • Administer and support Office 365, including user management, mailbox administration, and troubleshooting to ensure seamless communication and collaboration.
  • Ensure all incidents and service requests are logged, prioritized, and managed effectively within our IT service management framework.
  • Collaborate with our 1st Line Support team to identify recurring issues and develop long-term solutions to improve our IT services.
  • Participate in root cause analysis for major incidents and contribute to the development of knowledge base articles to enhance our IT documentation.
  • Assist in maintaining and updating our IT documentation, including procedures, policies, and user guides to ensure our team has access to accurate and up-to-date information.
  • Provide occasional on-site support as required to ensure our clients receive the best possible service.

**Requirements:**

  • Proven experience in a 2nd Line Technical Support role or similar, with a strong background in IT support and a solid understanding of ITIL processes and best practices.
  • In-depth knowledge of Active Directory administration and Office 365 management, with experience in troubleshooting Windows OS, networking issues, and hardware problems.
  • Excellent problem-solving skills and the ability to work under pressure, with strong communication skills and the ability to explain technical concepts to non-technical users.
  • A proactive approach to continuous learning and keeping up with industry trends, with a commitment to delivering high-quality technical support and services.