Second Line Help Desk Technician

2 weeks ago


Witney, United Kingdom In Technology Group Full time

As a 2nd Line Support Engineer at In Technology Group Ltd in Oxford, you will play a critical role in supporting day-to-day IT operations and resolving complex technical issues. This exciting opportunity allows you to work with a diverse range of clients across various sectors, handling challenging technical issues and contributing to the growth and success of our team.

In this position, you will be responsible for resolving escalated service desk tickets and troubleshooting a variety of hardware and software issues. To succeed, you will need to possess strong problem-solving skills, a passion for customer service, and the ability to work effectively in an onsite environment.

  • Responsibilities:
  • • Escalated Support: Resolve escalated tickets from the 1st line support team.
  • • Troubleshooting: Diagnose and resolve technical issues, including hardware, software, networking, and cloud-based systems.
  • • System Monitoring: Monitor client systems to ensure optimal performance and uptime.
  • • Installations & Configurations: Assist with hardware and software installations, configurations, and maintenance.
  • • Client Interaction: Provide exceptional customer service and keep clients informed on issue status.

A minimum of 2-3 years' experience in a 2nd line support role, preferably within an MSP environment, is required for this position. Strong knowledge of Active Directory, Exchange, Office 365, and network protocols (DNS, DHCP, TCP/IP) is essential. Familiarity with virtualisation technologies and backup and recovery solutions is a bonus.


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