L2 IT Technician

We’re looking for an enthusiastic IT Technician to join our support team providing level two support to c800 users. Delivering projects is an equally essential element of this role where you will not only need to take on projects handed to you by the IT Operations Manager, but plan, scope and deliver your own projects and ideas. Having the passion to provide great customer service, remove IT challenges for the user and improve their experience is very much at the core of this role and as a result, the tasks and projects involved can be varied providing some great opportunities to learn and develop. What you'll be doing: Service Desk/Technical Provide L2 support to c800 colleagues across multiple sites. Ensure that all Service Desk tickets are updated and resolved within the agreed SLAs. Management of own workload. Ensure high availability of critical business systems and networks Act as a technical escalation point and mentor for other team members in order to resolve incidents and provide resolutions Work with 3rd party suppliers and support teams to resolve escalated incidents related to the IT estate Identify and analyse trends/problems in order to proactively manage potential issues. Management and support of Desktop OS (Windows 7/10/Chrome) Desktop Software/Apps support (GSuite for Business, Office (Apply online only), AV, AutoCAD). General/Administration Ability to scope and deliver projects Ability to present staff inductions and training Write and maintain project briefs and documentation Maintain software/hardware asset management inventories Contribute to the development of IT departmental strategies to align with the overall business strategy. Actively research new technology/systems which ensure our colleagues or customer are able to work more productively. Any other suitable duties as required. What we’re looking for: Service Desk/Technical Previous experience of working in a Level 2 helpdesk environment. Develop and manage relationships with 3rd parties and vendors, including close liaison with CCTV, BMS and Audio Visual vendors. Windows Server 2008-16 experience (AD, DNS, DHCP, Active Directory, Group Policy) Google/GSuite experience. Windows Desktop OS experience (7 & 10) Solid background of IT Infrastructure including virtualized environments ITIL certification or an excellent awareness of ITIL processes. General Minimum BTEC in IT, or a vendor related certification. A creative problem solver who can use imagination and experimentation to deliver innovative solutions Great team working skills with a good sense of humour and positive attitude Display an exceptional level of customer service to all colleagues, customers and suppliers Uses initiative and is proactive in approach to tasks. Has the ability to take on a variety of tasks and pay attention to detail Is well organised and can manage own workload/priorities in line with the helpdesk and other projects. Confident communicator and possess excellent attention to detail, analytical and problem-solving skills. Work well under pressure. Strong written and verbal communication skills Flexible and can occasionally work outside of normal working hours. Full clean driving license Desirable MDT/Imaging experience