2nd Line IT Support Technician

We have an exciting opportunity for a 2nd Line IT Support Technician to work for a multi-award winning IT Managed Services company in Newcastle.

Hybrid working is in-play, the successful candidate can work from home for 2 days a week, and 3 days in the office.

MFK Recruitment has successfully recruited 42 candidates for this client within the past 5 years, 31 are still with the company too! They retain their staff due to the excellent culture and progression opportunities.

If you are looking for a role where you can learn new technologies and utilise your current skills, then this is certainly the role for you! This IT Support Technician role comes with genuine progression, my client is extremely interested in candidates looking to learn and progress.

What will the 2nd Line IT Support Technician be doing day-to-day?

This is an opportunity to work for a dynamic and fast-growing organisation. The purpose of the role is to install and support IT systems and infrastructure for our clients.

We are looking for a capable 2nd Line Technician with a proven history supporting and maintaining on-premise and cloud environments, experience working for an MSP and implementing and administering Microsoft Azure, Microsoft 365 suite, and VMWare/ Citrix environments.

Our client prides themselves on strong communications skills - you will be regularly communicating with clients to ensure they are satisfied with the service you are providing.

Overview of the role:

• The role is to provide 1st and 2nd line technical support to the business, across a large customer base with bespoke environments.
• Providing excellent customer service and being the first point of call for IT support queries
• Following incident management processes and ensuring customer tickets are responded to within SLA
• Previous experience working with call logging and ticketing systems, this role will involve working on tickets, it's essential you hit the ground running and are adaptable to learning internal systems.
• Act as an escalation point for Helpdesk Analysts & Apprentices.
• Diagnose a wide range of issues, from the user desktop environments to server applications
• A willingness to proactively document/maintain standard processes and procedures, updating knowledge articles.

2nd Line IT Support Technician - Personal Attributes:

You will be a technology enthusiast who is good with people and enjoys solving problems. You will be able to work both under direction and on your own initiative, prioritising jobs as required. You will be an approachable and supportive team player, providing technical guidance and help as required. You will be keen to learn and gain experience with new technologies and enjoy being part of a fast-growing business.

2nd Line IT Support Technician - Skills Required:

• MSP experience or a customer centric environment providing support.
• Excellent verbal and written communication skills
• Active Directory and GPO administration
• Exchange administration
• Excellent experience with Microsoft technologies
• Good general knowledge of networking and technologies: TCP/IP stack, concept of VLANs and firewalls, wireless configurations
• 5 years+ in a technical helpdesk environment
• 3 years+ 2nd line technical support experience
• Firewall troubleshooting & implementations -Fortigate/Cisco/Sonicwall/Watchguard
• Backup Solutions - Azure/Veeam
• Virtualisation - Hyper-V, VMware, AVD, RDS
• In-depth Knowledge of O365 suite & MFA
• Able to answer general Networking questions.