Second Line Support Technician

Sale, UK
13 Jun 2019
28 Jun 2019
Contract Type
Full Time
The Role

A busy role in the IT Support department, you will be required to provide remote and on onsite technical support, maintenance and installation of IT equipment to clients. Mainly office based but on site work will make up approx. 10% of the working week as and when required.

We are keen for candidates to have good sound experience in a 2nd line role although consideration will be given to those candidates who have a wealth of expirience in a first line role who are looking to move up to the next level.

Key responsibilities as a 2nd Line Technical Support Engineer

* Diagnose, troubleshoot and resolve network equipment, hardware and software issues

* Handle ticket escalations from our 1st line team.

* Ensuring customers are kept informed regarding on-going tickets and effective communication is delivered to the business.

* You will be responsible for ensuring all IT support is delivered efficiently and effectively in line with specific SLA's and to the customer's satisfaction.

* Carry out installations and configurations of IT equipment as requested by the second line maager and complete all relevant documentation

* IT equipment builds (PC & Laptop) required for installation

* Identify areas of improvement and make recommendations to appropriate parties.

* Good customer service skills are vital as this will have a direct & positive influence on company figures.

* Any other ad hoc duties as and when required.

Required Experience

* You should have a technical background and be comfortable in a customer facing role

* Ideally a computer related Degree/Diploma/Microsoft Certification or equivalent work experience

* Minimum 2 years of server / desktop support experience

* Windows Server 2008, 2012 and 2016, including DNS & DHCP

* Microsoft Active Directory

* Microsoft Windows 10 and Windows 7

* Microsoft Productivity Suite (Outlook, Word, Excel, PowerPoint)

* Good customer service skills and ability to work on own initiative

* Understands the importance of documentation

* Sound system security practises


* Experience with VMware / Citrix

* Cloud based technologies

* Draytek hardware

* Microsoft Office Administration

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