2nd Line Support Technician

2nd Line Support Technician

Location: Ringwood, Hampshire

Salary: £26,000 £30,000 DOE + Profit Share + Benefits

Hours: 37.5 hours per week; Hybrid home working after successful completion of probation

The Role

Our client is looking for an experienced 2nd Line Technician with a keen interest in delivering outstanding customer service to their customers. You will be the first point of contact for technical escalations and will perform routine maintenance checks on customer infrastructure.

• Receiving technical escalations from 1st Line.
• Performing routine maintenance checks and updates.
• Supporting the 1st Line team and knowledge sharing.
• Progressing and closing incidents and requests.
• Liaising with internal and external customers.
• On the job training for systems, hardware and software, including but not limited to Microsoft Endpoint Configuration Manager / System Centre Configuration Manager, Windows 11, SonicWall Firewalls, Fortinet Switches, and Microsoft Defender for Endpoint.
• Role-specific training is available through Microsoft Learn.

Skills and Experience:

• At least 2 years experience in a 2nd Line role.
• A good knowledge of IT troubleshooting and problem solving.
• Experience within an IT customer service environment.
• Taking responsibility for your workload.
• Be helpful and approachable.
• Excellent time management skills.
• Good communicator.
• Working knowledge of ITIL.
• Experience using Microsoft services.

This role is subject to a clear standard DBS check being received.

The Package:

• Ongoing training and support.
• Company Profit Share (first £3,600 is tax free).
• 22 days annual leave plus bank holidays, increasing with length of service.
• Birthday as additional paid leave.
• Additional paid leave (dependent on company performance).
• Company sick pay policy.
• Pension Scheme.
• Private Medical Insurance including Dental.
• Free Parking.
• Hybrid Working.
• Progression opportunities.
• Fresh fruit, the occasional pizza and a posh coffee machine!

Our Client

Our client has been a specialist IT Infrastructure and Support Services provider for over 25 years.

They are an Employee Ownership Trust a growing company. They are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024.

Their core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy.

They encourage progression within themselves for their colleagues, offering opportunities in other teams and departments.

Join our client s friendly company, where a great team and a positive culture await you.