2nd Line Support technician
- Recruiter
- Confidential
- Location
- Burnley
- Salary
- 25000.00 - 30000.00 GBP Annual
- Posted
- 09 Jun 2021
- Closes
- 07 Jul 2021
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Pyramid8 Recruitment are delighted to be working with our client to recruit a 2nd Line Support Technician. Our
Our client is a well-established and successful IT Support services company and they provided IT Network and infrastructure support to schools and academies. This role is based near Burnley and is a permanent role. The ideal candidate will have good experience of 2nd line support or strong 1st line support experience and looking for progression.
As part of the IT support team, you will provide a professional and prompt service for both internal and external clients to identify and resolve their more complex IT and telephony queries. As the 2nd line of support, you will deal with more complex issues whilst also working on a variety of IT projects. This is a busy and varied role, and the successful applicant will need to be motivated and have the experience required to work unsupervised.
Key Responsibilities
* To undertake projects designed to improve the IT infrastructure either individually or as part of the wider team.
* To assist in the resolution of customer support calls, emails and support tickets relating to our broad collection of internally developed software packages
* To investigate, analyse, recommend, and deliver resolutions to all support calls.
* To provide support to local and satellite office-based staff.
* To learn and be knowledgeable in all supported product range and our various web sites. To be fully aware of the level of support offered for each and the correct escalation procedures for issues arising that lie beyond this.
* To update Frequently Asked Question (FAQ) systems and internal documentation to aid future problem resolution.
* To perform various administrative duties regarding daily and weekly reporting.
* To perform various administrative duties in relation to the management, maintenance, security, availability, and resilience of all of the ELAS's IT infrastructure. This will include desktops, laptops, networking, internet connectivity, communications, and telephony systems.
* To perform various Standard Operating Procedures in relation to systems operation.
* To escalate both within the team and to management, any calls that have been resolved, keeping the customer informed at all time.
About You
You will have strong commercial experience within IT support in a Windows environment and have in depth knowledge of desktop systems e.g. Windows 10, Office 365 as well as experience with VOIP, Server based OS's and Microsoft IIS. Alongside these technical skills you will also have a proven track record in delivering IT projects for businesses.
You will be a highly committed, keen individual with initiative, common sense and drive who is able to work both within a team environment and unsupervised as the role dictates.
You will provide high level support to the business to resolve more complicated IT issues and will have excellent communication skills along with the ability to work with stakeholders from all levels of the business in a professional manner. Any experience within a customer facing role would also be highly beneficial
Our client is a well-established and successful IT Support services company and they provided IT Network and infrastructure support to schools and academies. This role is based near Burnley and is a permanent role. The ideal candidate will have good experience of 2nd line support or strong 1st line support experience and looking for progression.
As part of the IT support team, you will provide a professional and prompt service for both internal and external clients to identify and resolve their more complex IT and telephony queries. As the 2nd line of support, you will deal with more complex issues whilst also working on a variety of IT projects. This is a busy and varied role, and the successful applicant will need to be motivated and have the experience required to work unsupervised.
Key Responsibilities
* To undertake projects designed to improve the IT infrastructure either individually or as part of the wider team.
* To assist in the resolution of customer support calls, emails and support tickets relating to our broad collection of internally developed software packages
* To investigate, analyse, recommend, and deliver resolutions to all support calls.
* To provide support to local and satellite office-based staff.
* To learn and be knowledgeable in all supported product range and our various web sites. To be fully aware of the level of support offered for each and the correct escalation procedures for issues arising that lie beyond this.
* To update Frequently Asked Question (FAQ) systems and internal documentation to aid future problem resolution.
* To perform various administrative duties regarding daily and weekly reporting.
* To perform various administrative duties in relation to the management, maintenance, security, availability, and resilience of all of the ELAS's IT infrastructure. This will include desktops, laptops, networking, internet connectivity, communications, and telephony systems.
* To perform various Standard Operating Procedures in relation to systems operation.
* To escalate both within the team and to management, any calls that have been resolved, keeping the customer informed at all time.
About You
You will have strong commercial experience within IT support in a Windows environment and have in depth knowledge of desktop systems e.g. Windows 10, Office 365 as well as experience with VOIP, Server based OS's and Microsoft IIS. Alongside these technical skills you will also have a proven track record in delivering IT projects for businesses.
You will be a highly committed, keen individual with initiative, common sense and drive who is able to work both within a team environment and unsupervised as the role dictates.
You will provide high level support to the business to resolve more complicated IT issues and will have excellent communication skills along with the ability to work with stakeholders from all levels of the business in a professional manner. Any experience within a customer facing role would also be highly beneficial