2nd Line Support Technician

20000.00 - 26000.00 GBP Annual
17 Jun 2021
15 Jul 2021
IT, IT Support
Contract Type
Full Time
2nd Line Helpdesk Technician
GBP20k to GBP26k

Job Purpose

To provide 2nd Line IT support to all end users. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Helpdesk Team and ensure adherence to all set Helpdesk processes and standards.

Key Tasks and Responsibilities

• To provide a professional and personal first point of contact to all customers.

• To provide proactive second line IT Support to all customers.

To handle escalated tickets from 1st line Technicians providing feedback when resolved to support 1st line development.
• To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.

• To proactively contact and chase customers until a resolution has been achieved or the issue is escalated.

• To deliver exceptional Customer Service striving to achieve first time resolution.

• To escalate relevant and more complex work to the Senior Technicians after initial assessment and within a relevant time scale.

• To proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements.

• To achieve the set Helpdesk KPIs and Service Level Agreements.

• To adhere to all Helpdesk and technical processes and guidelines.

• To undertake maintenance tasks for monitored systems.

• To prepare customer hardware or software ready for project delivery.

• To ensure the Autotask system is fully updated with all activity including notes, to do's and knowledge bank information.

• To assist with ad hoc project work.

• To proactively seek feedback on ticket closures to improve customer satisfaction.

• To contribute towards a personal development plan, ensuring technical knowledge is continually improved.

• To adhere to all Company processes and standards as per the handbook.

• To undertake and assist with any other roles to ensure the smooth running of the business.

Experience, Qualifications, Personal Attributes

2 years experience of 1st line support
Interest and experience in general I.T services
High understanding of pc's, servers, email, telephony, backup, Firewalls, switching and routers
Strong Experience with Windows, Microsoft office, Microsoft Teams and Microsoft 365
In depth knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN
Positive attitude and thinker
Hard worker, self-motivated with the ability to work under pressure
Eager to continually develop technical and customer service skills
Excellent communication and people skills
Excellent time management skills with the ability to prioritise workload
Computer based qualification
CompTIA Network+, Security+, Server+ or other certification