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2nd Line Support Technician

TEC PARTNERS LIMITED
Job LocationNorwich
EducationNot Mentioned
Salary£25,000 - £30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

2nd Line Technical Support£25,000 - £30,000On behalf of our client, we are seeking a highly motivated individual to join the Technical Support team as a 2nd Line Technical Support technician. Having recently entered an exciting phase of growth this is a brilliant time to be joining the business.In this role, you will be responsible for providing remote technical assistance to a diverse client base, addressing their hardware and software-related issues, and ensuring exceptional customer support.Role Responsibilities:

  • Serve as the point of contact for our clients, responding to their technical queries via phone, email, or chat in a professional and courteous manner.
  • Perform basic troubleshooting and resolution of hardware and software issues, including desktops, laptops, printers, and networking devices.
  • Accurately document all client interactions, issues, and resolutions in the ticketing system, ensuring comprehensive records for future reference.
  • Escalate complex technical issues to the appropriate internal teams, following established protocols and ensuring timely resolution.
  • Collaborate with other members of the technical support team to share knowledge, best practices, and contribute to the continuous improvement of the support processes.
  • Ensure high levels of customer satisfaction by addressing client concerns, providing timely updates, and effectively managing client expectations.
Required Experience:
  • Strong knowledge of basic troubleshooting techniques, including hardware and software diagnostics.
  • Excellent customer service and interpersonal skills, with the ability to communicate technical concepts to non-technical individuals effectively.
  • Strong problem-solving abilities, with a logical and systematic approach to issue resolution.
  • Experience with LANs & WANs
  • Experience with Microsoft Server Operating Systems
  • Experience with remote support tools and ticketing systems is highly desirable.
  • Ability to work independently and efficiently manage multiple priorities in a fast-paced environment.
  • Flexibility to work outside regular business hours, if required, to provide 24/7 support to clients.
  • Experience with Office 365 platform including setup, configuration, and support
  • Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar qualifications are a plus.
Employee Benefits:
  • Great opportunities for career advancement, training and development.
  • Private Medical Individual cover.
  • Established pension plan.

Keyskills :
Active DirectoryMicrosoft ExchangeNetworkingTroubleshootingMicrosoft operating systemsEnd user support

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