Robert Webb Recruitment

Working for a growing employer who are passionate about their employees we are recruiting for an experienced 2nd line support technician. The role involves providing on-site and remote technical troubleshooting, high quality customer-focused support, training and mentoring, within a busy Service Desk environment. The successful candidate will work confidently in a fast-paced environment which requires a flexible approach. This role will suit someone with a positive outlook, can-do attitude, proven technical ability, previous Service Desk experience and an enthusiasm for excellent customer service. Location: Wirral (office based minimum 2 days) and home based Salary: Up to £25k Benefits: 25 days holiday, pension, healthcare scheme Key Duties and Responsibilities • Troubleshoot & support workstation, laptop, printer, mobile device, operating system, software & user education issues • Assist senior colleagues in the diagnosis & resolution of server & network faults • Perform intermediate phone system administration tasks under guidance from senior colleagues • Handle escalated problems from 1st Line colleagues, mentoring where appropriate • Assist with call logging overflow when required, using professional telephone manner • Escalate problems / business continuity events as appropriate to 3rd parties, senior colleagues and management • Document recurring issues and system best practices • Perform regular system health checks to ensure continuous system operation • Undertake project work as directed by the 2nd Line Team Manager • Pro-actively seek out & resolve issues by liaising & engaging with staff at all levels • Complete work in line with agreed targets / KPIs Experience & Knowledge • Good knowledge of Windows 7 / 10 • Good knowledge of Office 2010 / 2013 / 2016 / O365 • Windows Server (2008 / 2012 R2 / 2016) technologies • Windows infrastructure administration (e.g. DNS, DHCP, Active Directory) • Software deployment (e.g. SCCM) • Networking knowledge (e.g. TCP/IP, routing, vLANs) • Service Desk operation & administration • Centrally managed printing solutions • Exchange 2016 / VMWare vCenter 6.5 / Citrix XenDesktop 7 beneficial • Telephony experience beneficial (e.g. Avaya Aura) • ITIL / ISO27001 best practice beneficial • Experience working in a Service Desk environment supporting end users (2+ years) • Able to work independently with attention to detail to complete assigned tasks • Able to work as part of a team, sharing knowledge and making best use of skills in order to complete more complex tasks • Professional appearance and warm, positive personality • Communicates effectively at the level of their audience • Exhibits good problem solving skills • Manages their time successfully • Has a keen interest in technology & best practice • Flexible attitude to out-of-hours and cross-site work • Motivated to pick up new skills, study in a formal training environment and seek out opportunities • Customer Service and/or technical qualifications beneficial • Acts as a role model for junior staff Roberts Webb Recruitment are acting as a Recruitment Agency in relation to this role