2Nd Line Support

Jago Consultants; Fleet; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Pension Scheme

Assistance with professional certs

Job summary

Jago Consultants seeks a 2nd line support technician to join an outsourced IT management firm based in Fleet. You will handle service desk tickets, perform onsite visits for projects, and train staff while maintaining high standards of customer service across Windows servers, AD, networking, and VOIP systems.

The role involves remote problem solving, on-site installations, and documenting resolutions in the knowledge base.

Qualifications

• Over 2 years experience in supporting technical systems.
• Able to lead & team problem solver.
• Knowledge of Windows Server operating systems 2008-2019.
• Knowledge of Active Directory, Group Policy, persimmon structures, DHCP, DNS and server roles.
• Network configuration experience of Routers, Firewalls, Switching, Proxy, VPN, VLAN, Routing & NAT rules.
• Office 365.
• Hosted telephony management, ideally 3CX.

Responsibilities

• Respond to new and existing support calls with SLA, providing an efficient and friendly support function across clients.
• Remotely diagnose and resolve technical problems.
• Visit clients on site to install new equipment and support existing equipment and systems with excellent customer service.
• Manage client expectations through clear communication from start to finish.
• Document technical issues with detailed resolution information and infrastructure data in the company knowledge base.

Skills

Windows Server 2008-2019

Active Directory

Group Policy

DHCP

DNS

Server Roles

Routers

Firewalls

VPN

VLAN

NAT

Office 365

3CX Telephony

Job description

2nd line support technician required. Our client is an outsourced IT management company based in Fleet with clients across the UK. They supply all aspects of IT services from VOIP, Internet and severs. These services span across on premise servers too public and private cloud.

The successful candidate will be dealing with tickets form our service desk, as well as attending site for projects, adhoc work & training. Client facing skills are essential as well as an outstanding knowledge of systems, both hardware, server and workstation OS.

Position Overview

• Responding to new and existing support calls with SLA, providing an efficient & friendly support function across an array of different systems for clients
• Remotely diagnose and resolve technical problems
• Visit clients on site to install new equipment and support existing equipment & systems while ensuring excellent customer service
• Managing client expectations through communication from start to finish
• Document technical issues with detailed resolution information and infrastructure information in the company knowledge base.

Position Requirements

• Over 2 years experience in supporting technical systems
• Able to lead & team problem solver
• Knowledge of Windows server operating systems 2008-2019
• Knowledge of Active directory, group policy, persimmon structures, DHCP, DNS and server roles
• Network configuration experience of Routers, Firewalls, Switching, Proxy, VPN, VLAN, Routing & NAT rules
• Office 365
• Hosted telephony management, ideally 3CX

Position Remuneration

• 25 days holiday + bank holidays
• Pension Scheme
• Assistance with professional certifications