2nd Line IT Support

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