Second-Line IT & Telephony Support Technician

Database For Business Ltd; Northampton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Database For Business Ltd in the United Kingdom is seeking a 2nd Line Support Technician to maintain clients' IT, telephony, and connectivity infrastructure. You'll deliver second-line support for end-user hardware and software, diagnose incidents, and contribute to service improvements.

This hybrid role requires out-of-hours rota and occasional on-site visits; hours are 37.5 per week with shift patterns; reports to Head of Engineering.

Qualifications

• Customer-Focused: Committed to delivering responsive solutions to IT and telecom challenges.
• Analytical Thinker: Skilled in troubleshooting and identifying solutions efficiently.
• Customer-Focused Attitude: Dedicated to meeting and exceeding customer expectations.
• Professional Communication: Engages third parties confidently and assures priority to accounts.
• Effective Communicator: Friendly, confident phone manner and strong written communication skills.
• Business-Savvy: Identifies opportunities for improvement with excellent time management.
• Adaptable: Thrives in a fast-paced, evolving environment.
• Detail-Oriented: Manages multiple queries simultaneously with strong attention to detail.

Responsibilities

• Second-Line Technical Support: Deliver prompt, second-line technical assistance for end-user hardware and software issues.
• Incident Diagnosis and Resolution: Tackle escalated IT incidents in collaboration with first-line support and vendors.
• Hardware and Software Maintenance: Configure, and maintain computer hardware, software, and peripherals.
• Network Troubleshooting: Manage network-related issues, including connectivity, access point, switches, routers, and configuration.
• Telephony System Support: Resolve issues with VoIP systems and associated connectivity.
• Audio-Visual System Support: Address problems in Teams Meeting Room environments and Content Management Systems (CMS).
• First-Line Team Support: Assist first-line support through one-on-one mentoring in relation to 1 st line ticket responsibilities.
• Continuous Improvement: Stay current with industry trends and emerging technologies to enhance support initiatives.
• Trend Spotting: Identify common query types and implement service improvements to pro-actively tackle these in conjunction with 3rd line team.
• Achieve and maintain learning and certification paths in line with the business needs.
• Basic configurations for BAU connectivity hardware, i.e. hardware and routers.
• Rota based out of hours onsite event support will be required.
• Occasional customer onsite support may be required.
• Working hours are shift based on a rota (8:00-16:30 / 09:30-18:00)

Skills

Customer-Focused

Analytical Thinker

Communication Skills

Time Management

Adaptable

Detail-Oriented

Job description

Database For Business Ltd in the United Kingdom is seeking a 2nd Line Support Technician to maintain clients' IT, telephony, and connectivity infrastructure. You'll deliver second-line support for end-user hardware and software, diagnose incidents, and contribute to service improvements.

This hybrid role requires out-of-hours rota and occasional on-site visits; hours are 37.5 per week with shift patterns; reports to Head of Engineering.