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Technical Support Specialist

2 weeks ago

Blackburn, United Kingdom NOC365LTD Full time

**Job Title**

Technical Support Specialist (2ndLine) - Remote/ Hybrid Working

**Job Type**

Permanent, Full-time

Hours to be confirmed, including on-call rota

**Salary**

Up to 30k per year (depending on experience) + on-call allowance

**About Us**

NOC365 is an enterprise-class Managed Service Provider (MSP). Our mission is to provide world-class IT services that improve the operational success and user experience of businesses across the UK. We focus on IT services that meet the individual needs of our clients. Our services are tailored to their specific requirements.

Our passion and dedication to providing exceptional service with integrity is what has built our reputation. We invest in our employees and create an inclusive culture that encourages ambition and freedom of thought.

**Role and Responsibilities**

We are currently looking for a full-time remote **Technical Support Specialist (2ndLine)**. As part of your day, this role will include answering support tickets, live chats, and calls. You will need to be organised, efficient, and customer focused.

Once they are up to speed, our support staff generally handle most incoming requests without having to escalate.

Your primary responsibility is to provide technical support for our clients within the set SLAs. This includes but not limited to:

- Respond to client service inquiries by offering support within the agreed support level agreements (SLA’s)
- Regular updates and reports to clients: Maintenance notifications, Change requests, Incident reports, Service Reports, etc.
- Communicate with 3rd Party vendors/ suppliers on behalf of clients
- Manage your own day by using the service desk platform to monitor, prioritise and categorise incoming tickets
- Escalation of tickets for the appropriate persons or teams as needed
- Communication is essential with clients: keep them updated on incident progress, notify them about impending changes, planned maintenance, outages, etc.
- Troubleshoot and solve problems with Microsoft Operating Systems (Linux experience is an advantage)
- Review alerts that come from client’s infrastructure and take appropriate action
- Assist in the configuration and build of physical and virtual desktops and servers
- Administrator Microsoft 365 support for both internal and client tenants
- Networking support for routers and switches, firewalls, wireless access point, and other network devices
- Monitor & Manage security software (On-Premise & Cloud Platforms)
- Backup software administration (Veeam, Commvault, etc.)
- Microsoft Windows Server administration within an On-Premise/ Azure Active Directory environment
- Carry out proactive/ preventive maintenance
- Maintain client documentation, training and knowledge base articles
- Assisting engineers in project delivery and update project phases and tickets as required
- Keep up to date with the latest technology
- Travel to client locations when required

**Essentials experience & skills**
- Hardware experience with desktops, laptops, printers and servers
- Microsoft Windows 10/11
- SSL Certificates
- Microsoft Office desktop apps
- Microsoft 365 including Exchange, SharePoint and OneDrive.
- Active Directory / Azure Active Directory
- Microsoft Windows Server 2012 - 2019
- Azure/ VMware Virtualisation
- Remote Desktop Services
- Multi-Factor Authentication
- Routers, switches and firewalls
- Networking knowledge (TCP/IP/ DNS, DHCP, and VPN).
- Management and use of RMM software
- Basic Cyber Security Experience/ Requirements

**Desirable**
- Linux Experience
- Experience of working in an MSP environment
- Microsoft Exchange
- Backups (Veeam, Commvault, etc.)
- Advanced networking (QoS, etc.)
- Advanced Azure, SharePoint, and Power Automate
- PowerShell/or Scripting
- Advanced Knowledge of Azure/ VMware Infrastructure
- Microsoft SQL Server & DB Administration
- Microsoft Security and Compliance Centre
- 3CX and similar PBX systems
- Cyber Essentials compliance and understanding
- Pen testing and vulnerability scanning
- Citrix/ VMware Infrastructure

**Personal Skills**
- Fluent, clear English written and spoken
- Outstanding customer service and communication skills
- Strong analytical, logical and problem-solving skills
- You have strong efficiency skills and the ability to multitask in a fast-paced environment
- Ability to prioritize and manage tasks
- Timekeeping and time management
- You can work in a group or independently
- You are self-motivated, resourceful, curious, and eager to learn and share your knowledge
- Ability to set an example and foster respect and inclusion in the workplace

**Equipment Requirements**
- Strong and stable internet/ Wi-Fi connection (minimum 10mbps download - 3mbps upload)
- Suitable and dedicated working area
- Company laptop will be provided
- Your own smartphone, this will be required each time you log into the company network

**Benefits**
- Remote/ Hybrid working (travel to client locations when required)
- 23 days holiday