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2nd Line Support

Atkinson Moss
Job LocationNorwich
EducationNot Mentioned
Salary£25,000 - £30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Due to continued growth and as a result of an internal promotion, our client are looking for an enthusiastic, service-driven individual with a passion for IT to join their 2nd line Support team. This role offers an excellent opportunity to enhance your ITknowledge within a supportive environment, where we recognise the importance of developing our team members and encouraging continual progression.Key Responsibilities:

  • To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
  • To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy
  • To resolve cases raised through our Proactive Monitoring system
  • Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs
  • Achieving individual KPIs and in turn contributing to the success of the department
  • Attending customer premises when required, this could include troubleshooting hardware problems within Servers or Network Infrastructure such as RAM, motherboards or Hard Drive Failures
  • Attending ICT meetings with Account Managers to provide technical advice and guidance to customers
  • Raising opportunities with Account Managers to drive forward customer infrastructure enhancements and being proactive with recognising areas of improvement
  • Administrating, configuring, and managing customer backup systems
  • Administrating, configuring, and managing core network infrastructure of customer equipment
  • Working with supplier support contacts to resolve complex technical issues
  • Taking ownership of cases escalated within the department that require enhanced technical knowledge
  • Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation
  • Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditationsExperience with LANs, WANs & Internet Technologies
Key Skills required:
  • One or more years of demonstrated experience supporting, maintaining and configuring Desktop Devices and Windows Server Environments
  • Experience with Microsoft Server Operating Systems including setup, configuration, and support
  • Experience with Office 365 platform including setup, configuration, and support
  • Experience with 3CX phone systems including setup, configuration, and support
  • Experience with RDS environments including configuration and support
  • Experience with LANs, WANs & Internet Technologies
So, if you’re looking to start or build on your career in IT, this could be the role for you!

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