2nd Line Support Technician

Computer Talk
11 Jan 2018
11 Feb 2018
Contract Type
Full Time
At Computer Talk, we are looking for a talented and committed 2nd Line Support Technician to join our Core Support Team. You will perform a key role in delivering our outstanding service to schools and business throughout Essex and the South East. You will be involved in all aspects of the service desk offering phone, remote, and on-site support. The ideal candidate will have experience of technical support in the education sector. For over 27 years, Computer Talk have offered tailor-made IT support and solutions to schools and businesses. We believe our personal touch and commitment to outstanding service sets us apart from some of the larger IT providers.

The Role

  • Offering support to our customers in the Education, Healthcare and Corporate sectors, via Telephone, Remote Desktop Services and Onsite visits.
  • Provide an exceptional level of customer service for all tickets.
  • Support the first line team on their regular site visits and act as an escalation point for remote work.
  • Ensure that tickets are resolved in a timely manner, adhering to our SLAs.
  • Escalate tickets to the 3rd Line team in line with defined procedure.
  • Liaise with 3rd party supplier/solution providers to address customer tickets.
  • Offer support to the Technical Installation team as required.
  • Skills / Attributes Required

    Required Technical

  • Good knowledge of Windows OS & Microsoft Office suites
  • Experience using Windows Server 2008r2 / 2012r2 / 2016
  • Good knowledge of Server Administration Tools including AD/GPO/DNS/DHCP
  • Hyper V & FCM
  • Office 365 Management
  • Experience of physical networks and managed wireless solutions
  • 2 years’ experience in a technical support role
  • Beneficial Technical

  • Exposure to Smoothwall Firewall
  • Knowledge of Rucks Zone Directors and Unleashed
  • Experience with Infortrend SANs
  • Experience troubleshooting VLANs
  • Knowledge of Capita SIMs & FMS
  • MCSA: Windows Server 2012 / 2016
  • MCSA Office 365
  • Personal Skills

  • Passionate about customer service
  • Ability to build relationships with colleagues and customers
  • Excellent written and oral communication skills
  • Good organisational skills
  • Self-motivated, calm and focused
  • DBS clearance will be required for this role. Salary negotiable depending on skillset and experience. A full UK driving license and transportation is required for this role.

    Please note: As a matter of courtesy, Computer Talk Ltd will endeavour to ensure all applications receive a response as soon as is practicably possible. However, the volume of applications may mean we are unable to respond to every individual candidate. If we have not contacted you within 60 working days - please assume your application has been unsuccessful.

    This job was originally posted as www.cwjobs.co.uk/job/79183820