2nd Line IT Support Technician

Ridge and Partners LLP; West of England; On-site; GBP 28,000 - 38,000; Part time

Job summary

Ridge and Partners LLP’s Technology team is seeking an IT Support Technician to provide 2nd line and desktop support for around 1,400 users, covering hardware, software and infrastructure.

You will handle incidents, resolve tickets and contribute to service quality within ITSM processes. Ideal candidates will have experience in a similar role, strong customer service skills and familiarity with Windows servers, AD, networking, ITSM, Cyber Essentials Plus and ISO 27001 awareness.

Qualifications

• Proven experience in a 2nd line IT support or equivalent.
• Strong customer service and communication skills.
• Knowledge of Cyber Essentials Plus and ISO 27001 controls.
• Experience with Windows servers, AD and networking technologies.

Responsibilities

• Respond to incidents and requests in the ITSM system, resolving tickets within SLAs.
• Troubleshoot desktop, telephony, network, and printing issues and perform daily checks.
• Ensure compliance with Cyber Essentials Plus and ISO 27001 policies.
• Support and install hardware, software and mobile devices; opportunity to administer servers.

Skills

Similar role

User management

Windows 10

MS Server 2019/2022

MS Office 365

Active Directory

Entra ID

Group Policy

IP networking

Telephony

DNS

DHCP

Server hardware

Network hardware

Tools

ITSM system

Job description

Our Technology team are fully committed to providing exceptional service by placing the users experience at the heart of everything they do, whilst creating a culture where you can thrive and do your best work. And as part of our team of dedicated IT Support Technicians, you’ll be providing 2nd Line and Desktop Support to approx. 1400 users covering cutting edge hardware, software and infrastructure technologies.

Main Duties

• Responding to incidents and requests logged in a modern ITSM system, and resolving tickets in line with the company’s SLAs, providing excellent ticket management and documentation
• Troubleshoot desktop, telephony, network, and printing errors, investigate software issues, and carry out daily checks
• Ensure that the computers you are responsible for are complaint with Cyber Essential Plus whilst also following ISO 27001 policies
• Support and install hardware, software, and mobile devices, and have the opportunity to administer servers and gain insight into infrastructure-based technology.

About You

As our 2nd Line IT Support Technician will need to be self-motivated, conscientious, methodical, and organised, with the ability to liaise with clients at all levels of a business whilst always demonstrating excellent customer service. You will possess a logical approach to problem solving and will already be experienced in a similar role.

Essential Skills

• Experience in a similar role
• Fantastic user management soft skills
• Windows 10, MS Server 2019/2022, MS Office 365
• Active Directory/Entra ID & Group Policy administration
• IP networking & telephony, DNS, DHCP
• Server, network and desktop hardware