2nd Line Support Technician

Trusted Technology Partnership; Ringwood; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Profit Share

Pension Scheme

Private Medical Insurance

Hybrid Working

Birthday leave

Job summary

Trusted Technology Partnership in Ringwood, Hampshire, is seeking a 2nd Line Support Technician to be the first point of contact for escalations and to perform routine maintenance on customer infrastructure. You will support the 1st Line team and progress incidents and requests with a strong focus on customer service.

The role offers hybrid home working after probation, 37.5 hours per week, and a salary of £26,000–£30,000 DOE plus profit share and benefits.

Qualifications

• At least 2 years’ experience in a 2nd Line role.
• Good knowledge of IT troubleshooting and problem solving.
• Experience in IT customer service environment.
• Ability to take responsibility for workload.
• Be helpful and approachable.
• Excellent time management.
• Good communicator.
• Working knowledge of ITIL.
• Experience using Microsoft services.

Responsibilities

• Receive escalations from 1st Line.
• Perform routine maintenance checks and updates.
• Support the 1st Line team and share knowledge.
• Progress and close incidents and requests.
• Liaise with internal and external customers.
• On the job training for systems, hardware and software (e.g., SCCM, Windows 11, firewalls).

Skills

IT troubleshooting

Customer service

Time management

Communication

ITIL

Microsoft services

Problem solving

Tools

SCCM

Windows 11

SonicWall

Fortinet

Defender Endpoint

Microsoft Learn

Job description

2nd Line Support Technician

Location: Ringwood, Hampshire

Salary: £26,000 – £30,000 DOE + Profit Share + Benefits

Hours: 37.5 hours per week; Hybrid home working after successful completion of probation

The Role

We are looking for an experienced 2nd Line Technician with a keen interest in delivering outstanding customer service to our customers. You will be the first point of contact for technical escalations and will perform routine maintenance checks on customer infrastructure.

• Receiving technical escalations from 1st Line.
• Performing routine maintenance checks and updates.
• Supporting the 1st Line team and knowledge sharing.
• Progressing and closing incidents and requests.
• Liaising with internal and external customers.
• On the job training for systems, hardware and software, including but not limited to Microsoft Endpoint Configuration Manager / System Centre Configuration Manager, Windows 11, SonicWall Firewalls, Fortinet Switches, and Microsoft Defender for Endpoint.
• Role-specific training is available through Microsoft Learn.

Skills and Experience

• At least 2 years’ experience in a 2nd Line role.
• A good knowledge of IT troubleshooting and problem solving.
• Experience within an IT customer service environment.
• Taking responsibility for your workload.
• Be helpful and approachable.
• Excellent time management skills.
• Good communicator.
• Working knowledge of ITIL.
• Experience using Microsoft services.

This role is subject to a clear standard DBS check being received.

The Package

• Ongoing training and support.
• Company Profit Share (first £3,600 is tax free).
• 22 days annual leave plus bank holidays, increasing with length of service.
• Birthday as additional paid leave.
• Additional paid leave (dependent on company performance).
• Company sick pay policy.
• Pension Scheme.
• Private Medical Insurance including Dental.
• Free Parking.
• Hybrid Working.
• Progression opportunities.
• Fresh fruit, the occasional pizza and a posh coffee machine!

Trusted Technology Partnership

Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years.

We are an Employee Ownership Trust – a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024.

Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy.

We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments.

Join our friendly company, where a great team and a positive culture await you