2nd Line Support Technician

TN United Kingdom; Guildford; On-site; GBP 25,000 - 45,000; Full time

Job description

Networking (IP, Switching, WiFi, DNS, DHCP, Cisco and/or UniFi), Windows Server (AD, GPO’s Etc.), and Workstation administration, configuration and troubleshooting.

As a 2nd-line support technician, you will provide high quality and effective IT support to customers. A broad range of technical skills, along with excellent verbal and written communications skills, are required to ensure customers and colleagues remain informed.

You will provide support and ultimately manage customer expectations. You are expected to manage your time effectively, ensuring that support tickets and service desk queues are managed efficiently and within Service Level Agreements. Working with due care and attention to client documentation, defined business processes, and customer expectations.

You will help ensure that all support requests are logged, managed, and resolved, showing understanding of the customer impact and keeping them informed. You will engage with colleagues or escalate issues, where necessary, to ensure resolutions are suitable and timely.

You are expected to build and maintain an expert level of knowledge across our services and customer systems. You will demonstrate this when dealing with support and consultancy work.

As a member of my client’s wider team, you will be expected to provide high level technical expertise and guidance, focused on supporting our customers and your colleagues. You are expected to engage in team discussions, input into the development of ideas, and assist in identifying and improving internal processes and documentation.

• To maintain a working, up to date knowledge of systems such as, Google Workspace, Mobile/Cloud, and Windows server/desktop operating systems.
• To ensure all work is accurately recorded through the Service Desk following defined procedures.
• To ensure customers remain well informed with timely, relevant, and concise feedback.
• To prioritise your workload, managing business and customer expectations.
• To maintain a good working understanding and use of support tools, such as, the PSA/Service Desk & RMM.
• To assist in the design, development, and documentation of my clients’ technical services.
• Create and maintain customer documentation and internal procedure guides/Knowledge base articles.
• Must be able to reliably work under pressure while managing customer expectations and other stakeholders professionally.
• Must have the ability to work unsupervised and to manage time and workload effectively, ensuring tasks are completed in a timely and efficient manner.
• Provide cover for duties currently undertaken by other members of the team.
• To attend regular meetings with your team and reporting manager.
• To help create a friendly support team that is respected and trusted by customers.
• To be pro-active in suggesting new opportunities and developments for the business.
• To promote my clients' service portfolio to current and potential customers and ensure new business opportunities are communicated to senior managers.

• Procedures for best practice and security must be maintained and adhered to, as given by the reporting manager.
• To ensure all activities are undertaken in compliance with HR, Health and Safety, equal opportunities, and any other policies and procedures that are provided.
• To be involved and drive through project work.
• To impart your knowledge and experience, assisting in the training and development of Junior team members.
• To undertake such other duties as may reasonably be required by your reporting manager.

Must have a car and a valid driving license to commute between customer sites (local travel).

Minimum of 2 years 2nd line support experience in a multi-customer SLA backed environment, such as an IT MSP.

Technical

• Networking (IP, Switching, WiFi, DNS, DHCP, Cisco and/or UniFi)
• Windows Server (AD, GPO’s Etc.) and Workstation administration, configuration and troubleshooting
• Installing and managing printers
• Google Workspace and Chrome OS
• Apple School Manager and iPad Support (preferred)
• Autotask and Datto RMM (preferred)
• Microsoft 365, Azure, Entra, and Intune Management
• Firewall policies

Position is subject to Enhanced DBS check.

For more information on this exciting opportunity, please contact Lee Barham, Managing Consultant, The Channel Recruiter – [e-mail] / 07375038513.