1st Line Support Technician

Anglian Home Improvements; Norwich; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in home improvements is seeking a 2nd Line Support Technician to provide essential IT support across the organization. The role involves troubleshooting technical issues, assisting with new IS systems, and delivering exceptional customer service. Join a dynamic team where you can advance your career and enjoy various benefits, including competitive pay and professional development opportunities.

Benefits

Competitive salary and pension

31 days holiday plus your birthday off

Paid annual leave for volunteering

Health and well-being benefits

Discount scheme on all products

Opportunities for career development

Qualifications

• Proven experience in a similar role.
• In-depth knowledge of Windows OS and Microsoft applications.
• Basic knowledge of PowerShell scripting and Thin Client technology.

Responsibilities

• Provide 2nd line IS Support to all company IT users.
• Build IS Devices to an agreed standard.
• Log faults with third-party maintainers and follow up.

Skills

Troubleshooting

Technical Support

Documentation

Customer Service

Job description

At Anglian, we are a multi-branded, national company specialising in home improvements, committed to providing high-quality products and exceptional service. Our success is built on innovation, dedication, and a customer-first approach. Join us to make a real impact in an exciting and fast-paced industry.

The Role

We are seeking a talented 2nd Line Support Technician to join our dynamic IT team. Our team is committed to providing top-tier support and innovative solutions to ensure our company's technology runs smoothly. As an onsite 2nd Line Support Technician, you will be responsible for providing technical assistance and support to our staff across the country. If you are looking for the next step in your career, you will work closely with our IT professionals to resolve technical issues efficiently and effectively.

Key Responsibilities

• Provide 2nd line IS Support to all company IT users via phone or e-ticket, logging tickets through Heat software.
• Build IS Devices to an agreed standard, including laptops, desktops, and mobiles.
• Log faults with third-party maintainers, follow up, and ensure resolutions are completed within SLA agreements.
• Maintain up-to-date documentation when producing or changing IT networking, hardware, or software configurations.
• Assist with the conception, design, and implementation of new or enhanced IS systems.
• Act as an escalation point for fault tickets unresolved by the First Line Support Team.
• Coordinate the distribution of inventory items dispatched from the IS Department.
• Deliver excellent customer service to all company staff.
• Spend one day per week acting as First Line Support.

What We’re Looking For

• Proven experience in a similar role.
• Full UK driving license.
• In-depth knowledge of Windows Operating Systems, Microsoft applications, and Office 365, with the ability to diagnose and resolve software issues.
• Strong troubleshooting skills for desktop and laptop hardware.
• Basic knowledge of PowerShell scripting.
• Basic knowledge of Thin Client technology.
• Knowledge of Android and other mobile operating systems.
• Understanding of WAN, LAN, and wireless networks.

Why Join Us?

• Competitive salary and pension.
• 31 days holiday, increasing with service, plus your birthday off.
• Paid annual leave for volunteering.
• Health and well-being benefits, including cycle-to-work scheme, discounted gym memberships, and access to mental health support.
• Discount scheme on all products.
• Perks such as days out, cinema, theatre, dining, mobile phones, and shopping discounts.
• Opportunity to work with a supportive, forward-thinking team.
• Career development and continuous learning opportunities.

Take the next step in your career by applying today!

Our company is committed to monitoring and aligning its policies with government guidance on reducing respiratory infections in the workplace. Through our value of "Succeed Together," we are dedicated to promoting equality, diversity, and inclusion. We recruit the best person for the job, regardless of protected characteristics under the Equality Act 2010, fostering an inclusive working environment.