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2nd Line Support

HYBRID CONNECTIONS LTD
Job LocationKettering
EducationNot Mentioned
Salary£26,000 - £28,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

A forward thinking and growing IT consultancy company based in Kettering is looking for a driven and passionate 2nd line support advisor. You will be offered a starting salary of up to £28,000per annum, progression opportunities to develop up to a 3rd line and beyond.This 2nd line support advisor is ideal for an individual who enjoys solving problems, excels in communicating with others and places the customer first.Skills needed for the 2nd line support advisor opportunity:

  • Demonstrate previous experience in customer service
  • Exceptional communication skills, both verbal and written
  • Experience in end user desktop, Server Operating Systems
  • Experience with Cloud (Azure / O365)
  • Proven problem solving skills with the ability to identify root cause
  • Knowledge of Office products
  • Able to work in a fast moving environment
  • Not essential however exposure with Citrix, SQL, Intune and Backups and a good understanding of principles of ITIL Framework
    • Hours for the position are Monday - Friday 8:30am - 5pm with the opportunity for overtime.Responsibilities for this 2nd line support advisor opportunity:
  • Assist in answering all incoming calls to the Service Desk in a professional, confident and timely manner
  • Provide second line support for any information technology issues and problems
  • Provide assistance by phone, email and/or using a ticket management system
  • Record all issues within the system
  • Track issues to resolution
  • Supporting following technologies: Microsoft Windows Desktop / Server Operating Systems, Citrix XenApp, Active Directory, O365, Skype for Business, Exchange, Wireless, Anti-Virus and similar stack of technologies
  • Support computers, laptops, tablets, smartphones and applications
  • Monitor, troubleshoot and escalate alerts
  • Escalate problems as required to Tier 3 support teams
  • Be point of contact between customers and technical escalation teams and 3rd parties
    • This is a great opportunity for an individual looking to take the next step in their IT career, this 1st line support advisor opportunity will offer you support and develop throughout your successful career with the business. You will work in a dynamic, growing and passionate team, where employee engagement is at the forefront of the business.

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