Second Line IT support

MB Group Management Ltd; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading management group in the UK seeks a Technical Services Support Officer to assist with the Windows upgrade and support new PC deployments. The ideal candidate will possess strong technical troubleshooting skills, a customer-focused approach, and the ability to communicate effectively with users of all technical abilities. This role is essential for maintaining high customer satisfaction and involves diverse responsibilities including helpdesk support and IT operational contributions.

Qualifications

• Experience supporting Windows operating systems, especially in a Windows 10/11 upgrade.
• Strong technical troubleshooting skills and customer-focused mindset.
• Ability to communicate with users of varying technical abilities.

Responsibilities

• Assist with Windows 10 to Windows 11 upgrade with minimal disruption.
• Support deployment of new PCs as part of Technology Refresh.
• Provide helpdesk cover and respond to customer issues.

Skills

Technical troubleshooting skills

Customer-focused approach

Clear communication

Ability to manage multiple priorities

Job description

About the Role

As a Technical Services Support Officer, you will:

• Assist with in-place upgrade from Windows 10 to Windows 11, ensuring minimal disruption to staff across the organisation.
• Support the wider deployment of new PCs as part of the Technology Refresh strategy.
• Provide helpdesk cover, responding to customer issues promptly and professionally.
• Troubleshoot and resolve technical queries to maintain high levels of customer satisfaction.
• Serve as one of the primary contact points for user support via face-to-face interactions, telephone, and online channels.
• Contribute to core services that support customer service strategy and standards, IT operations, disaster recovery, business continuity planning, and organisational communications.

About You

We are looking for a candidate who:

• Has experience supporting Windows operating systems, ideally including involvement in a large-scale Windows 10/11 upgrade project.
• Possesses strong technical troubleshooting skills and a customer-focused approach.
• Communicates clearly and confidently with users of all technical abilities.
• Enjoys working in a fast-paced environment and can manage multiple priorities effectively.
• Works well both independently and as part of a collaborative team.