2nd Line Technician

Get Staffed Online Recruitment Limited; New Forest; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

A leading recruitment firm in the UK is seeking an experienced 2nd Line Technician to be the first point of contact for technical escalations. This hybrid role involves supporting customers, performing routine checks, and training on IT systems. The ideal candidate will have strong IT troubleshooting skills and experience in customer service, alongside knowledge of Microsoft technologies. The role includes great benefits such as profit share, additional leave, and ongoing training opportunities.

Benefits

Company Profit Share

22 days annual leave plus bank holidays

Birthday as additional paid leave

Private Medical Insurance

Free Parking

Ongoing training and support

Progression opportunities

Fresh fruit and refreshments

Qualifications

• Good knowledge of IT troubleshooting and problem solving.
• Experience in an IT customer service environment.
• Ability to take responsibility for your workload.
• Excellent time management skills.
• Good communication skills.
• Working knowledge of ITIL.

Responsibilities

• Receive technical escalations from 1st Line.
• Perform routine maintenance checks and updates.
• Support the 1st line team and knowledge sharing.
• Progress and close incidents and requests.
• Liaise with internal and external customers.
• Provide on-the-job training for systems, hardware and software.

Skills

IT troubleshooting and problem solving

IT customer service experience

Responsibility for workload

Approachability

Time management

Communication skills

ITIL knowledge

Experience using Microsoft services

Tools

Microsoft Endpoint Configuration Manager

System Centre Configuration Manager

Windows 11

SonicWall Firewalls

Fortinet Switches

Microsoft Defender for Endpoint

Job description

2nd Line 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

Our client is looking for an experienced 2nd Line Technician with a keen interest in delivering outstanding customer service to their 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, Microsoft Defender for Endpoint.

- Role-specific training is available through Microsoft Learn.

Skills & Experience

- 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!

About Our Client

They have been a specialist IT Infrastructure and Support Services provider for over 25 years.

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

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

They encourage progression within the company for their colleagues, offering opportunities in other teams and departments.

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