Second Line Support

Reboot Recruit; Northampton; Hybrid; GBP 31,500 - 38,500; Full time

Benefits offered by this job

Hybrid Working

Top of the Range Technology

Subsidised Health Care

Annual Leave - 25 to 30 Days

Progression Plan

Job summary

An established industry player is seeking a dedicated 2nd Line Support Technician to join their dynamic team. This role offers the chance to provide exceptional technical support, ensuring customer satisfaction while working with cutting-edge technologies. You will be responsible for resolving incidents, maintaining strong communication with clients, and contributing to the development of internal processes. With a commitment to innovation and growth, this opportunity not only promises professional development through structured training but also offers a hybrid working model and a range of benefits. If you are passionate about IT and eager to grow within a supportive environment, this position is perfect for you.

Qualifications

• Minimum 2 years’ experience in supporting servers, networks, and applications.
• Proven experience with Microsoft products and enterprise technologies.

Responsibilities

• Provide 2nd line technical support for customers and resolve incidents quickly.
• Ensure compliance with Service Level Agreements and maintain documentation.

Skills

Technical Support

Customer Service

Problem Solving

Microsoft Products

Networking

Communication

Education

Industry Recognized Accreditations (MCP, MCSA, MCSE, CCA, CCNA)

Tools

Citrix

VMware

Cisco

Backup Platforms

Anti-Virus Software

Job description

2nd Line Support

Northampton

Up to £35,000 + Benefits

With decades of experience, our client is a prominent IT services provider, known for their commitment to innovation, collaboration, and customer-focused solutions. Operating across multiple sectors and supporting public and private clientele from SME to Enterprise this is an opportunity to join an expanding team with a structured development programme and be part of their plans for growth and market expansion in 2025.

The Role:

• Provide 2nd line technical support for all customers
• Ensure customer incidents are resolved as quickly as possible (on and off-site)
• Take responsibility and exceed department Service Level Agreements
• Work closely with 1st and 2nd line technical support and other field engineers to ensure a high level of communications is maintained
• Provide technical guidance to the helpdesk team and field engineers
• Create and maintain strong relationships with other business units
• Ensure that customer and ACS office solutions equipment/goods are installed to appropriate standards and industry best practice
• Provide occasional support of managed services operations, including involvement of weekend tasks
• Provide assistance to service team for technical design, implementation and support of customer incidents and projects
• Undertake customer audits and create appropriate documentation
• Create and maintain suitable customer infrastructure / service documentation
• Assist with the planning of internal and customer project work
• Accountable for the change control process and the upkeep of digital records
• Ensure that each service incident or installation is tested as per the client’s sign off process and that this information is stored correctly
• Assist in the training and development of service helpdesk staff and field engineers
• Work under own initiatives as part of the service team to ensure high quality support to clients
• Undertake tasks identified by service helpdesk, service team leader or technical manager
• Undertake any other duties as required, which are deemed necessary to satisfy the needs of the ACS
• Ensure incident information is recorded accurately and in a timely manner
• Ensure jobsheets are accurate and completed daily
• Keep appraised of new and emerging technologies
• Seek and highlight additional opportunities whilst reviewing customers infrastructures
• Suggest improvements for the on-going development of the service department

Candidate Requirements:

• Minimum 2 years’ experience in a role of supporting servers, networks, printers, PC’s and applications.
• Proven experience of enterprise / mainstream technologies and applications primarily focused on Microsoft front/backend products as well as anti-virus and backup platforms and operations.
• Experience with other enterprise / mainstream technologies and applications such as Citrix, VMware and Cisco are desirable.
• Relevant experience of managing, maintaining, and supporting peripheral equipment including routers, switches, hubs, UPS’s, printers etc.
• Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable.

What’s on Offer:

• Hybrid Working – During probation, will be expected onsite for up to 5 days a week. After which, WFH permitted schedule dependant.
• Top of the range technology in office and for home working (laptops, screens, latest)
• Subsidised health care/medical benefits
• Annual Leave – 25 to 30 days plus B.H’s + optional 2 weeks unpaid. *Increases with time
• Progression Plan – training & mentor programme.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology
• Industries

Referrals increase your chances of interviewing at Reboot Recruit by 2x