1st/2nd Line Support Technician / IT Technician

Shoreham-By-Sea, West Sussex, England
06 Jun 2018
04 Jul 2018
Bluetown Online
IT, IT Support
Contract Type
Full Time

Job Title: 1st/2nd Line Support Technician

Salary: Competitive

Location: Shoreham-by-Sea

The Role:

The Company, an IT MSP, is currently looking for a 1st/2nd Line IT Service Technician to join their team based on the South Cost in Shoreham-by-Sea. You will be responsible for all aspects of Customer Support and Service Desk operation and will ensure successful delivery of their support and maintenance, provide technical help to external customers, assisting them with hardware and software problems via phone, email or onsite. The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business.

The successful candidate will provide effective IT assistance across all aspects of the business and will provide back up and support to the IT manager. The position is responsible for supporting and maintaining Office 365, Azure, Microsoft Server and Desktop operating systems, 3rd party applications plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities.

Key responsibilities and accountabilities:

  • Diagnosing and resolving technical issues (Office 365, Azure, Active Directory, Desktop and Server Operating Systems, basic networking, printing and scanning)
  • Providing desktop and server support service in accordance with contractual scope, and SLA levels
  • Performing daily checks to ensure service consistency and availability
  • Responsible for managing backups and restores when required
  • Responsible for smooth Service Desk operation, logging tickets and keeping them up-to-date
  • Maintaining good level of relationships with third parties along with monitoring of the services which they provide
  • Maintaining good relationships with Customers by effective communication and provision of efficient troubleshooting/fault resolution - General good communication
  • Maintaining an environment of collaboration and continuous improvement, focusing on quality, customer satisfaction and process development
  • Documenting common processes and tasks, maintaining KB article database, making sure that stored information is up-to-date
  • Setting up and configuring new laptops and desktops
  • Performing basic administrative support duties, as required, to meet specific operational objectives
  • Performing miscellaneous job-related duties as assigned by the IT manager
  • Working extra hours to meet deadlines, as required and where reasonable
  • Providing assistance in IT-related matters to colleagues and IT Manager
  • Adhering to company protocol as laid out in the Company Handbook

Skills, knowledge and experience:


  • Excellent knowledge and experience working for an MSP
  • Excellent troubleshooting and problem-solving skills
  • Exceptional Customer Service - confident and polite telephone manner
  • Ability to think logically, to analyse and combine information in order to provide solutions
  • Experience in management and troubleshooting of Office 365, Azure, Active Directory, Group policies, Windows desktop and server operating systems,
  • Ability to multi-task and adapt to changing priorities
  • Basics of Command line/shell and scripting languages; CMD (MS-DOS), PowerShell, WMI
  • Experience in customer and customer's expectations management
  • Ability to develop and maintain good working relationships with internal clients and work groups
  • Visiting customer sites to complete migrations and installs
  • Ability to keep management informed of real or potential problem areas and to provide resolution options
  • Ability to coordinate multiple, dissimilar activities simultaneously
  • Familiar with aspects of web, email and desktop security


  • Working with Autotask Service Desk
  • Working with Autotask Workplace
  • Working with Autotask Remote Management and Monitoring
  • Working with Datto device (networking, backup, business continuity, wi-fi)
  • Working with Webroot anti-virus

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; Technical Support Engineer, IT Technician, IT Service Desk Technician, IT Desk Support, 2nd Line Support, 1st Line Helpdesk Engineer, IT Support Technician, 2nd Line Support Engineer, 2nd Line Support, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, Helpdesk Support Technician, Helpdesk Support, Fault Desk Technician will be considered for this role