2nd Line Support Technician - Stockport - £25-30K

Adria Solutions Ltd
17 May 2017
16 Jun 2017
Contract Type
Full Time
2nd Line Support Technician - Stockport. £25,000 - £30,000 (depending on skills and experience) plus annual bonus and benefits. Our client based near Stockport is currently looking for a skilled 2nd Line Support Technician.

This role would suit an enthusiastic 2nd Line Technician, who is happy to get involved in all aspects of the job. This is a small and very busy team, working on cutting edge projects, interfacing with all areas of our business. This role will involve out of hours evening/weekend work on a shift and on-call basis.

* Provide 1st and 2nd line support for all customers via phone, email or face-to-face * Provide an escalation point for 1st line colleagues
* Following in-depth diagnosis, escalate to 3rd line where applicable
* Log all incidents and requests within the agreed service desk work management system
* Keep customers informed at all times
* Manage, prioritise and plan own work queue and deal with calls within the set SLAs
* Provide support and training to 1st line colleagues
* Proactively drive your own training from senior members of staff to bridge the knowledge gap
* Identify and drive through opportunities for improvement/change via the Service Improvement Plan
* Ensure that the CMDB is kept up to date in line with departmental procedures
* Create and maintain knowledgebase articles to enable consistency and learning within the team
* Communicate effectively face to face or via email as appropriate with staff at all levels including Directors and Senior Management Required technical skills and experience:
* Experience in a 2nd line IT Service Desk role
* Excellent communication and customer service skills
* Track record of a positive approach to learning
* Strong working knowledge of Windows 7, RDP, AD, MS Exchange, remote access and terminal services
* Good problem solving skills
* Ability to deliver to tight timescales and changing priorities
* Any qualification in the Microsoft suite of products / ITIL / CISCO would be preferable

2nd Line Support Technician - Stockport. £25,000 - £30,000

If you are interested in this position, please send your CV to or call for more information.

2nd Line Support Technician - Stockport. £25,000 - £30,000