2nd Line Support Consultant

5 days ago

Princes Risborough, United Kingdom CV-Library Full time

Location: Princes Risborough, Bucks
Salary: £25,000 - £29,000
Contract type: Permanent/ Full time
Hours: 8.30am - 5.00pm

turn IT on are looking for an enthusiastic, self-motivated and talented 2nd line Support Consultant to join our Service Desk team based at our Princes Risborough office.

As a 2nd Line Support Consultant, you will provide technical support to our school users remotely. Your role involves working within our escalation process, supporting 1st line team members, and ensuring timely resolution of tickets. You will be able to engage with the appropriate team members across turn IT on to work to resolve incidents.

Responsibilities:

• Provide second-line support for schools, deliver outstanding levels of customer service and support.
• Liaise across 2nd/3rd line teams.
• Support and mentor 1st line team by providing guidance and instruction on resolving technical queries.
• Proactive response to ICT emergencies.

Skills/Abilities:

• Excellent communication skills both written and oral, ability to communicate with both technical and non-technical end users.
• Proactive and motivated approach to customer service.
• Logical and structured problem-solving skills.
• Strong technical troubleshooting skills, able to work collaboratively with third parties to resolve software/hardware issues.
• Flexible and adaptable
• Friendly and approachable
• Excellent team player
• Able to work independently and good at planning and organizing own time effectively.

Resolve ICT issues such as:

• Server failures and system rebuilds
• System backup and configuration including cloud and onsite
• Management of Windows domain networks, DHCP, DNS, ADFS
• Hyper-V configurations and troubleshooting
• General issues with client devices – laptops, PCs etc.
• Setup, configuration, and maintenance of cloud-based systems including Office 365 and Google Workspace

The role is office based but hybrid working will be considered for the right applicant and is offered on a full-time basis. The Service Desk operates between 07:30 and 18:00 hrs. and there is the expectation for the applicant to work a shift within these hours. The successful candidate will be subject to an enhanced DBS check.

In return, we are offering a salary between £25,000 - £29,000 negotiable for the right person, benefits include pension scheme, Benefits & Wellbeing Hub including an electric/hybrid car leasing scheme, cycle scheme, eye care voucher scheme, employee assistance programme, employee recognition platform and online retail discount vouchers.

The Transforming Learning Group turn IT on, School ICT Services and SalamanderSoft, provides a comprehensive range of hands-on ICT and computing support, MIS support, GDPR services and consultancy and training. Between the three brands we provide services to over 5,000 schools across England and employ nearly 350 staff members. We put schools and their needs first, taking care of all their technological needs so that they can get on with teaching and learning.

turn IT on is a friendly and supportive place to work where people feel trusted and respected, and we are proud of the diversity and flexibility that we have.

turn IT on is committed to safeguarding and promoting the welfare of children and young people and expects all employees to share this commitment.
‘Happy to talk flexible working’
‘Your data matters’

You may have experience in the following: Support Specialist, IT Support Engineer, Technical Support Analyst, IT Service Desk Analyst, Tier 2 Support Engineer, Second Line IT Support Technician, IT Support Consultant, Helpdesk Support Technician, Systems Support Analyst, and Application Support Specialist.

REF-(phone number removed)

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