2nd Line IT Support

We are looking to recruit a 2nd line IT support agent who will be part of a team responsible for providing desk side and remote IT support to all areas of the business. Primarily this entails administration, maintenance and support of FSB desktop hardware,software and associated peripherals, maintenance of scheduled server tasks and support for infrastructure development activities.

**What will you do?**
- Identify operational problems and contribute to their resolution, providing appropriate information to specialists, users and managers.
- Produce and maintain technical documentation.
- Carry out agreed operational procedures of a routine nature (such as data backups).
- Communicate effectively with customers in order to provide high quality customer service, including technical advice and guidance where appropriate.
- Install or remove hardware and/or software and any associated requirements working to agreed Service Levels.
- Create and maintain end user device images. Deployment where required.
- Maintain anti-virus software on end user devices.
- Take ownership of IT support at non Head Office locations, providing proactive as well as reactive assistance.
- Maintain user accounts in Active Directory, MS Exchange and other systems.
- Undertake small to medium sized IT projects
- Provide assistance to 3rd line engineers and the Project Management Office to develop and implement changes to the server and desktop infrastructure.

**Who are we looking for?**
- Experienced in helpdesk, desktop or server support or administration
- Managing user accounts in Active Directory and MS Exchange
- Creating and building image for desktop/laptop deployment (MDT)
- Ability to produce business standard documentation related to implementation, testing and self-help guides
- Active Directory/Group Policy
- Windows Server 2008/20012 and Windows 7/10
- Microsoft Exchange 2016
- Managing backup schedules
- Port patching for laptops, desktops, printers and telephones

**In addition to a fulfilling career with FSB, you’ll also benefit from**:

- Annual Flex Pot* to spend on benefits including additional pension, additional holidays, additional critical illness cover, additional life cover, cycle to work scheme and discounted gym membership
- Group Personal Pension (GPP)
- Enhanced Maternity and Paternity Pay
- Health cash plan*
- Critical illness and income protection cover.
- Access to an employee assistance programme and mental health first aiders

**Who are we?**

Established nearly 50 years ago to help small businesses and the self-employed achieve their ambitions, FSB is a not-for-profit organisation that’s run by members, for members.

Members get an exclusive package of great value business services including advice, financial products and support. These cover a wide range of benefits such as tax, legal and HR, local network groups and business banking.

We’re also the UK’s leading business campaigner, focused on delivering change which supports smaller businesses to grow and succeed. With teams across the UK, we work

**Additional Information**

All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.

FSB is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are committed to inclusion across gender, sexual orientation, age, marital status, colour, race, ethnic origin, religious beliefs and disability. We believethat diversity and inclusion in our team is integral to our success in supporting the UK’s vast array of small businesses.