2nd Line IT Service Desk Technician

Recruiter
ELS Recruitment
Location
Rossendale, UK
Salary
Competitive
Posted
14 Sep 2019
Closes
26 Sep 2019
Ref
1240493119
Contract Type
Permanent
Hours
Full Time
Calling all IT Wizards!
Do you want to work for a highly reputable and long established IT support company which offers excellent career opportunities within a dynamic and modern environment? If so - read on!On behalf of our client we are seeking to recruit a confident and experienced 2nd Line IT Support Technician.
Duties will include:
  • Efficient use of Resources to advise and direct customers
  • Allocating and validating correct categorisation and prioritisation codes
  • Escalating cases to level 3 and Management
  • Perform 'Warm Transfer' of complex cases to next support level
  • Perform access management requests
  • Communication with customers - timely updates of incident progress, notifying them of progress in line with SLA's
  • Active awareness of CHM process
  • Timely resolution of all assigned incidents
  • Complex outage support
  • Understand customer hardware and alert sales team when correct hardware maintenance/warranty coverage is not adequate
  • Updating of system
  • Identify add on opportunities
  • Customer 0365 initialisation, configuration and Break-Fix
  • Customer email initialisation, configuration and Break-Fix
  • Remote PC build/re-image from base Image
  • Remote Server Issues
  • Remote Printer issues
  • Remote LAN/WAN issues
  • Router/Firewall issues
  • On site installations
  • Workshop PC builds
  • Mentoring to next level of support team

Experience and qualifications required:
  • Extensive technical skills, along with proven experience of managing and resolving client issues across multiple platforms - including Microsoft Windows and MAC Client and Server operating systems, Microsoft Office suites, including 0365 deployments
  • Additional experience in networking and security technologies including FortiGate, Draytek, Zyxel and ESET would be a definite advantage; although training and mentoring will be provided where required.
  • At least 1-2 years experience in a similar role
  • Minimum C GCSE English and Maths
  • Previous experience in a Customer service environment an advantage
  • Organised and able to work unsupervised
Hours of work are:
8am to 6pm Monday to Thursday8am to 5.30pm Friday1 hour for lunch
Excellent benefits including:
25 days holidays plus Bank HolidaysPensionLife CoverModern refurbished officesFree parkingBreakfast on Fridays!!
We regret that due to volume of applications, only shortlisted candidates will be contacted.

This job was originally posted as www.totaljobs.com/job/87673182

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