2nd Line support

2nd Line Support Technician

Location: Office-based with occasional on-call and remote work
Salary: £25,000 - £30,000 (plus £2,500 on-call allowance)

Are you passionate about technology and eager to grow in a dynamic, fast-paced environment? Join our expanding Operations team, where you'll play a vital role in providing technical support to our diverse customer base and implementing cutting-edge solutions for new clients.

We offer a supportive atmosphere with in-house training complemented by industry-recognized programs to help you develop your skills and advance your career.

Key Responsibilities:

1st and 2nd Line Support:

• Answer incoming support calls and manage open tickets alongside the 1st Line team.
• Assist the 2nd Line team with escalations, providing effective remote support.
• Manage tickets within SLA timeframes, ensuring issues are resolved and ownership is maintained.
• Collaborate with team members, customers, and suppliers to manage expectations and resolve issues.
• Assist with reporting KPIs for the service desk team.
• Create, update, and review Knowledge Base Articles.

Additional Responsibilities:

• Participate in an on-call rota and scheduled evening/weekend work (overtime provided).

What We’re Looking For:

• At least 1 year of experience in 1st/2nd Line support, ideally within a Managed Service Provider environment.
• Excellent customer service and communication skills.
• A proactive mindset and the ability to prioritize tasks in a fast-paced setting.
• A full, clean UK driving license.
• Team player with the ability to work independently when needed.

Technical Skills:

While training will be provided for any gaps, familiarity with the following is advantageous:

Microsoft 365:

• Exchange/SharePoint Online
• Outlook/Teams
• Endpoint Management (MDM)

Microsoft Azure/Entra:

• Azure AD Connect and hybrid deployments
• Azure Virtual Desktop and Remote Desktop Services

Microsoft Windows:

• Workstation OS (Windows 7–11)
• Windows Server, Hyper-V
• Active Directory/Group Policy

Infrastructure:

• Networking (Unifi Cloud Controller, Meraki, and general networking concepts)
• Data Protection (backup systems and disaster recovery)
• Basic knowledge of Ethernet cabling

Benefits:

• Competitive salary plus £2,500 on-call allowance
• Company pension
• Gym membership at office location
• On-site parking

If you're enthusiastic about technology and eager to work with exciting tools and technologies, apply today and take the next step in your career!

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