1st and 2nd Line Support Technician

1st and 2nd Line IT Support Technician
Warrington, Cheshire
Full time permanent
Hybrid working

Our client, A market leader in the provision of Integrated Stores and Supply Chain Management Solutions for Blue Chip Companies in the UK, Europe, and USA.

Due to the incredible growth, they are experiencing, we are now looking for an additional 1st and 2nd line support technician to join their ICT team in the UK.

As the 1st and 2nd line support technician, You will be responsible for providing an efficient and effective IT service to all areas of the business, providing support for IT hardware and software, and taking responsibility for support tickets raised byour end
users, and performing tasks that contribute to the rollout of new client sites.

Responsibilities include:

- Provide remote, home-based and office-based 1st line support for all company users and external clients, such as password resets, printer mapping, and software / hardware-related queries. Troubleshoot, diagnose, and resolve technical issues
- Provide 2nd line fixes in areas such as Microsoft 365, Outlook, user permissions, licensing, and drive mappings, multi-factor authentication support for remote users
- Proactively pick up and progress tickets from the company ITSM tool, or progress tickets assigned to you by the IT Service Desk Team Lead. Ensure tickets are maintained with regular updates and detailed resolutions
- Ensure service excellence and support are provided to all internal and external customers, take ownership of issues, and manage tickets through to resolution
- Contribute and maintain documentation for the IT Knowledge Base
- Build, configure and distribute new end-user devices such as laptops, desktops, and mobile phones for company users and company stores. Install authorized software via packages to ensure installed apps are up to date and supported.
- Create purchase requisitions for ICT software / hardware and ensure all logs for ICT equipment and users are maintained
- Ensure the recording and maintenance of licensing for all software purchased
- Process company joiners, movers, and leavers - creating new user accounts, performing role changes internally (including phone reallocations and AD permissions), and processing leavers as per instructions from HR
- Provide assistance and support to colleagues across the wider IT department
- Progression of tasks assigned as instructed by the Service Desk Team Lead or Technology Service Manager
- Perform administrative, and non-technical support duties to ensure BAU is maintained
- Escalate ICT issues to the Service Desk Team Lead or Technology Service Manager where necessary
- Carry out such other duties which are consistent with the nature of the job role

Experience required
- Knowledge of ITIL processes and procedures
- Strong technical skills in resolving 1st and 2nd line IT issues.
- Experience of working on a service desk within a fast-moving environment
- Good understanding of data protection/information security.
- Comfortable communicating both verbally and in written form with users of all levels across the business.
- Experience of hardware and software installation and configuration
- Good knowledge of Windows operating systems, Office 365, Microsoft Office packages
- Knowledge of IOS and Android configuration and support
- Strong customer service skills
- Being a team player, contributing to the success of the department in a professional, constructive, and collaborative manner
- Performing in a hybrid working environment
- Attention to detail and always mindful of accuracy