2nd Line IT Support / Helpdesk Technician

Job details
Posting date: 19 April 2021
Salary: £25,000 per year
Additional salary information: Plus Benefits
Hours: Full time
Closing date: 18 May 2021
Location: BD21 1SY
Company: Hiredonline
Job type: Permanent
Job reference: 24301

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An exciting opportunity has arisen for a Full- Time 2nd Line IT Support/Helpdesk Technician within an established, growing and highly regarded Microsoft Certified Gold Partner IT Support Services business.
Salary: circa £23-25,000 per annum, 24 days holiday (+ bank holidays)
Excellent training and development opportunities.
As an experienced 2nd Line IT Support Technician, you will be responsible for supporting a growing SME customer base, have solid customer service and technical skills and enjoy dealing with users of all levels.
Key responsibilities of the role include:

• Handling case escalations and providing 2nd line support for customers via the helpdesk; online, via email and telephone, troubleshooting and responding to customer requirements
• Recording and monitoring incidents and reported problems, updating the CRM system with information as required
• Provide technical support and other IT related services remotely or on site such as server installations, system migrations, network installations, configuration and support
• Ensuring quality of service by developing and maintaining a thorough and detailed knowledge of technical products and services
• Achieving and maintaining helpdesk KPIs and SLAs
• Multi-tasking, tracking and responding to tickets at various stages of completion
• Communicating the root cause and resolutions to customers in non-technical terms
• Identifying themes and trends and developing tools to improve business processes or the customer experience
• Coaching and mentoring of more junior team members
• Managing or supporting internal and customer projects as required
• Maintaining commitment to personal development of technical knowledge & skills in line with business requirements and certifications
• Communicating effectively with hardware & software suppliers and external support providers as required

To be successful in the role you will have:

• A full UK driving licence to enable you to undertake works on client sites as required
• Previous experience of supporting, managing and troubleshooting on a busy service desk. This will include excellent technical knowledge and experience of networking principles, operating systems, hardware and software which is likely to include:

• Microsoft 365, Azure and Office apps
• Remote support and management tools
• Windows Server operating systems, admin and maintenance
• Virtualised platforms
• Active Directory and Group Policy
• Remote access tools and file and folder security

• Microsoft Technical qualifications or other equivalent industry recognised qualifications
• A strong desire to grow and develop; a self-starter with the motivation and drive to learn
• The ability to work within a fast paced, deadline orientated environment
• The aptitude and ability to pick things up and learn new skills/technologies quickly and easily
• Strong interpersonal skills to communicate at all levels, as a team player
• Excellent problem-solving skills, through analysis and critical thinking
• A high level of accuracy and attention to detail.

In return you will have the opportunity to grow and develop within a professional, friendly team with the scope and exposure to really contribute and make a difference to both personal and business success.
Working hours: Monday – Friday 37.5 hours, 0900- 1730 with some flexibility required for out of hours working, including very occasional weekends

Proud member of the Disability Confident employer scheme

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