Technical Support Professional
2 weeks ago
About the Role
We are seeking a Technical Support Professional to join our team as a 2nd Line Support Engineer. This role is office-based, with three days a week spent at our Northwich office.
Job Description
In this role, you will provide technical support to clients, addressing issues related to hardware, software, and network infrastructure. You will diagnose and troubleshoot complex IT issues, escalating to 3rd line support when necessary. Additionally, you will collaborate with other support engineers to resolve issues in a timely manner. Your responsibilities will also include installing, configuring, and maintaining hardware and software components, ensuring compliance with IT policies, procedures, and security protocols, documenting support processes and resolutions for future reference, and providing regular progress updates to customers.
Required Skills and Qualifications
- Proven experience as a 2nd Line Support Engineer or similar role in an IT environment.
- Knowledge of Cisco networking equipment and systems.
- Strong understanding of networking protocols (TCP/IP, OSPF, BGP, EIGRP, VLANs, STP) and troubleshooting network connectivity issues.
- Experience in a Support/ Service/ Helpdesk environment.
- Familiarity with networking protocols and hardware.
- Excellent problem-solving and communication skills.
- Ability to work independently and as part of a team.
- Relevant certifications (e.g., CompTIA A+, CCNA or CCNP) are a plus.
Benefits
Our company offers a competitive base salary of £35,000 - £40,000 per annum, depending on experience, plus benefits package including health insurance, pension scheme, and paid holiday time.
About Us
As the UK's leading strategic channel-only IT solutions and services provider, we are committed to helping our partners thrive and grow. We assist over 700 channel partners and support over 30,000 active support contracts. Our mission is to reduce complexity and work in partnership with you towards a common goal, developing quality technology solutions which add real value to your customer relationships.
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