Senior IT Support Specialist

1 month ago


Bolton, Bolton, United Kingdom newscientist - Jobboard Full time

The role:

We are seeking an experienced IT professional to provide 2nd Line IT support to our end-users. The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our Service Desk Team.

Key responsibilities:

  1. 2nd Line IT Support:
    • Provide desk side and remote 2nd line support to end-users, resolving technical issues efficiently.
    • Ensure a seamless and positive experience for clients.
  2. Proactive Issue Resolution:
    • Identify and resolve issues proactively to minimize downtime.
    • Maintain high standards of customer service.
  3. Microsoft Modern Workplace & Cloud Technologies:
    • Utilize Intune, Autopilot, M365 and Azure to manage and support end-user environments.
    • Implement and maintain Microsoft Modern Workplace solutions.
  4. Technical Expertise:
    • Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
    • Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers.
  5. Customer Service Skills:
    • Exhibit excellent technical and customer service skills.
    • Communicate effectively with end-users and team members.
    • Manage time efficiently and build strong relationships with users.
  6. Documentation:
    • Produce high-quality documentation for IT processes and procedures.
    • Maintain accurate records of support activities.
  7. Coaching and Mentoring:
    • Provide guidance and coaching to junior team members.
    • Share knowledge and best practices to enhance team performance.

Certifications desired:

  • Microsoft 365 administrator certification or other relevant Microsoft certifications are desired.
  • ITIL Foundation certification (preferred)

Experience required:

  • Proven experience with at least 3 years in a similar role providing 2nd line IT support.
  • Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
  • Excellent communication and customer service skills.
  • Ability to produce high-quality documentation.
  • Experience in coaching and mentoring junior team members.

Benefits:

  • Competitive salary
  • Life Assurance
  • Health cash plan which includes Wellness & EAP
  • Group Pension
  • Referral incentive
  • Professional development & study support
  • Exclusive staff discounts

Please note this role is working on a Hybrid basis 3 days per week in our Bolton office.



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