2nd Line Technical Support
4 days ago
Are you an experienced 2nd Line Technical Support person who is looking for a new, challenging opportunity?
Job Purpose
The primary purpose of the role is to provide second-level support by taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes, in line with the Help Desk objectives.
Responsibilities will include
- Project Management - The ability to dissect projects into manageable components to work with and assign until completion.
- IT Infrastructure - Configuration, installation, and support of servers, routers, firewalls, switches, and wireless access points.
- Configuring, installing, and troubleshooting network equipment in data cabinets.
- Managing Domains and DNS.
- Managing, installing, and supporting SaaS backup & RMM.
- Familiarity with PSA software
- VOIP systems support.
- Daily monitoring of backups and alerts.
- Evaluating new products and services.
- Assisting customer proposals.
- Meeting service level agreements (SLAs).
- Effective ticket management.
- Acting as a point of escalation for 1st line.
**Requirements**:
- At least two years in a Help Desk role.
- Excellent communication skills.
- Ability to work well under pressure.
- Excellent organisation skills.
- Task management skills.
- Car & Full UK Driving license.
About the company
We are an established IT Support & Solutions company, providing a wide-ranging portfolio of high-level services to a diverse client base of SMEs within the M25. We focus on on-premise and cloud solutions and believe in total client satisfaction in everythingthat we do.
What we offer
- Competitive salary based on experience.
- Bonus scheme.
- Excellent training and development opportunities.
- Opportunity to join an expanding firm.
- Exposure to a wide variety of technologies and clients from diverse industries.
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