2nd Line Service Desk Technician

East Lancashire Services
Rossendale, UK
18 Sep 2019
21 Sep 2019
Contract Type
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 Thursday

8am to 5.30pm Friday

1 hour for lunch

Excellent benefits including:

25 days holidays plus Bank Holidays


Life Cover

Modern refurbished offices

Free parking

Breakfast on Fridays

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