2nd Line Support Technician

Fluent Technologies
Eridge Green, UK
29 Aug 2019
09 Sep 2019
Contract Type
Full Time
2nd line technician role in a fast-growing IT & Telecomms company in Tunbridge Wells.

We are recruiting for a 2nd Line Technician, and are looking for an enthusiastic, technically minded individual who is keen to learn and progress their career in a field of genuine interest. The successful candidate will join a small, but growing team of technicians and will report directly to the IT Manager.

As a 2nd line technician the primary focus of the role is providing remote support to our customers, dealing with issues that have been escalated from the 1st line technicians. Other tasks will include daily checking of backups, rolling out of machines to customer networks, configuring routers and switches, and assisting in some projects where appropriate.

There is also an on call rota of which the successful candidate would be a part of, however very few calls are received.

Key Responsibilities:
  • To provide technical support to customers remotely
  • To attend customer site for issues not resolvable remotely
  • To take ownership of customer problems and be pro-active in finding solutions
  • To identify potential issues before they happen, and advise the customer accordingly
  • To advise customers on hardware that may need replacing, or new hardware they may benefit from
  • Check and maintain customer backups

Key Skills:
  • Experience of providing IT Support and strong customer service
  • Capable of working well under pressure
  • Flexible and demonstrate a desire to learn
  • Microsoft Windows 7-10
  • Microsoft Server 2012-2019
  • Active Directory and Group Policy
  • Microsoft Exchange/Office 365
  • Good networking knowledge - routing, switching, TCP/IP, DNS and DHCP
  • Understanding of firewall concepts
  • Practical knowledge and experience in troubleshooting strategies
  • Experience in support of hardware - printers, desktops and servers

Desirable but not essential:
  • Understanding of Mac's
  • Exposure to Fortinet firewalls
  • VOIP technologies -3CX

Other Details:
  • Company polo shirts, jumpers and work trousers provided
  • Pluralsight training account provided
  • Company vehicle use for site visits
  • Monthly team pizza and games night paid for by company
  • PS4 provided for lunch breaks
  • Workplace pension
  • 20 days annual leave, plus bank holidays

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