IT Support Specialist

5 days ago


Essex, United Kingdom In Technology Group Full time
About the Role:
As a 2nd Line Support Engineer at In Technology Group Ltd, you will play a crucial role in supporting SMEs with complex technical issues. This is an exciting opportunity to further your IT career by working with a broad range of clients across multiple sectors.

The ideal candidate will have a strong background in resolving escalated service desk tickets and troubleshooting hardware and software issues. Strong problem-solving skills, a passion for customer service, and effective communication are essential for success in this role.

Key Responsibilities:
- Escalated Support: Provide 2nd line technical support, resolving escalated tickets from the 1st line support team.
- Troubleshooting: Diagnose and resolve a variety of technical issues, including hardware, software, networking, and cloud-based systems.
- System Monitoring: Proactively monitor client systems, ensuring optimal performance and uptime.
- Installations & Configurations: Assist with the installation, configuration, and maintenance of hardware and software systems, both remotely and on-site.
- Client Interaction: Act as a technical point of contact for clients, providing excellent customer service and keeping them informed on the status of their issues.

Essential Skills & Experience:
- Proven Experience: Minimum 2-3 years of experience in a 2nd line support role, preferably within an MSP environment
- Experience supporting Windows 10/11 and Microsoft Office Suite
- Strong knowledge of Active Directory, Exchange, Office 365, and network protocols (DNS, DHCP, TCP/IP)
- Familiarity with virtualisation technologies (e.g., VMware, Hyper-V)
- Experience with backup and recovery solutions
- Familiar with supporting switches/routers/firewalls.

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