2nd Line Help Desk Technician

4 days ago


Wembley, United Kingdom Intec Select Full time
2nd Line Help Desk Technician

We are seeking a 2nd Line Help Desk Technician to join our team at Intec Select.

About the Role:

The successful candidate will be responsible for providing technical support and resolving complex IT issues for client environments. This role involves responding to technical support cases via email, phone, and face-to-face interactions, identifying issues and escalating or resolving them following required processes.

Key Responsibilities:

  • Respond to technical support cases in a timely and professional manner
  • Identify issues and escalate or resolve them following required processes
  • Implement and maintain appropriate security measures to protect customer and employee data
  • Collaborate with the Global Support team to address recurring issues and develop necessary training/documentation
  • Ensure all support cases are logged and updated promptly
  • Assess IT needs and provide end-user training when required
  • Assist in IT project planning and execution
  • Manage cybersecurity initiatives to protect customer and employee data
  • Independently work with vendors to resolve technical issues
  • Document and innovate technology processes to improve efficiency and effectiveness
  • Maintain confidentiality of sensitive information

Requirements:

  • Experience with Azure, Active Directory (AD), and Networking
  • Proficient in operating systems, software, and computer hardware
  • Background in project management
  • In-depth knowledge of Windows Server and Networking
  • Familiarity with Microsoft Intune
  • Strong problem-solving and critical thinking skills
  • Effective troubleshooting capabilities
  • Commitment to high ethical standards and confidentiality of sensitive information
  • Excellent communication skills, including speaking, writing, and active listening
  • Strong organizational, time management, and prioritization skills
  • Customer-focused with strong interpersonal abilities


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