2nd Line IT Service Desk Technician

Slr Consulting Limited; Camden Town; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A global environmental consultancy in Camden Town is seeking an IT Support Technician to resolve complex IT issues and mentor 1st line support. This role requires advanced troubleshooting skills, significant IT support experience, and certifications like CompTIA A+. Offers a comprehensive benefits package including flexible working arrangements, competitive salaries, and opportunities for professional development.

Benefits

Comprehensive benefits package

Company pension

Excellent healthcare offering

Travel and life insurance

Critical illness cover

25 days' annual leave

Family friendly policies

Qualifications

• Proven track record in IT support.
• Ability to resolve complex issues.
• Demonstrated learning agility and adaptability to new technologies.

Responsibilities

• Resolve complex hardware and software issues beyond 1st line support.
• Apply specialised knowledge for troubleshooting and problem resolution.
• Lead collaborative problem-solving sessions.
• Take ownership of incidents from report to resolution.
• Participate in system upgrades and preventive maintenance.
• Support IT projects requiring 2nd line expertise.

Skills

Advanced troubleshooting abilities around hardware, software, and network issues

Mentorship and collaboration skills

Strong customer service orientation

Excellent communication skills for technical and non-technical audiences

Education

Relevant certifications (e.g. CompTIA A+, Microsoft Certified IT Professional)

Tools

Windows OS

Microsoft Office

Job description

Your main duties will involve resolving complex hardware and software issues beyond 1st line support capabilities. You Will Also

• Apply specialised knowledge for in-depth troubleshooting and problem resolution

• Mentor 1st line support technicians and guide the team through intricate technical issues

• Lead collaborative problem-solving sessions

• Take ownership of incidents from report to resolution, ensuring thorough documentation and adhering to SLAs

• Participate in system upgrades and preventive maintenance activities

• Stay updated on emerging technologies and participate in knowledge-sharing sessions

• Support IT projects requiring 2nd line expertise.

  As an IT Support Technician, you will play a key role in advancing our internal IT support capabilities. This position is ideal for individuals with a proven track record in IT support, ready to provide advanced technical assistance, resolve complex issues, and contribute to the continuous improvement of IT service operations.

• Advanced troubleshooting abilities around hardware, software, and network issues

• Proven mentorship and collaboration skills

• Relevant certifications (e.g. CompTIA A+, Microsoft Certified IT Professional)

• Advanced knowledge of Windows OS and Microsoft Office

• Demonstrated learning agility and adaptability to new technologies

• Strong customer service orientation and excellent communication skills for technical and non-technical audiences.

• SLR are global leaders in environmental and advisory solutions helping our clients achieve their sustainability goals. We are a consultancy with over 4,000 employees across 6 regions. SLR's 'one team' culture is at the heart of our business; providing a collaborative and supportive environment for professional development.

  Along with competitive salaries, our staff enjoy a comprehensive benefits package with a company pension plus excellent healthcare offering, travel and life insurance, critical illness cover and a structured career framework with regular reviews offering outstanding opportunities for progression. Alongside 25 days' annual leave, SLR offer flexible, agile and hybrid working which enables staff to tailor hours worked around core hours, and our family friendly policies help balance the needs of professional and family life.