2nd Line IT Support

Job Description

Working for a growing employer who are passionate about their employees we are recruiting for an experienced 2nd line support technician.The role involves providing on-site and remote technical troubleshooting, high quality customer-focused support, training and mentoring, within a busy Service Desk environment. The successful candidate will work confidently in a fast-paced environment whichrequires a flexible approach. This role will suit someone with a positive outlook, can-do attitude, proven technical ability, previous Service Desk experience and an enthusiasm for excellent customer service.Location: Wirral (office based minimum 2 days) and home basedSalary: Up to £25kBenefits: 25 days holiday, pension, healthcare schemeKey Duties and Responsibilities Troubleshoot & support workstation, laptop, printer, mobile device, operating system, software & user education issues Assist senior colleagues in the diagnosis & resolution of server & network faults Perform intermediate phone system administration tasks under guidance from senior colleagues Handle escalated problems from 1st Line colleagues, mentoring where appropriate Assist with call logging overflow when required, using professional telephone manner Escalate problems / business continuity events as appropriate to 3rd parties, senior colleagues and management Document recurring issues and system best practices Perform regular system health checks to ensure continuous system operation Undertake project work as directed by the 2nd Line Team Manager Pro-actively seek out & resolve issues by liaising & engaging with staff at all levels Complete work in line with agreed targets / KPIsExperience & Knowledge Good knowledge of Windows 7 / 10 Good knowledge of Office 2010 / 2013 / 2016 / O365 Windows Server (2008 / 2012 R2 / 2016) technologies Windows infrastructure administration (e.g. DNS, DHCP, Active Directory) Software deployment (e.g. SCCM) Networking knowledge (e.g. TCP/IP, routing, vLANs) Service Desk operation & administration Centrally managed printing solutions Exchange 2016 / VMWare vCenter 6.5 / Citrix XenDesktop 7 beneficial Telephony experience beneficial (e.g. Avaya Aura) ITIL / ISO27001 best practice beneficial Experience working in a Service Desk environment supporting end users (2+ years) Able to work independently with attention to detail to complete assigned tasks Able to work as part of a team, sharing knowledge and making best use of skills in order to complete more complex tasks Professional appearance and warm, positive personality Communicates effectively at the level of their audience Exhibits good problem solving skills Manages their time successfully Has a keen interest in technology & best practice Flexible attitude to out-of-hours and cross-site work Motivated to pick up new skills, study in a formal training environment and seek out opportunities Customer Service and/or technical qualifications beneficial Acts as a role model for junior staffRoberts Webb Recruitment are acting as a Recruitment Agency in relation to this role

Keyskills :
DiagnosisService DeskWindows Server2nd LineResolve Issues