2nd Line IT Support Technician

2nd Line IT Support Technician

Up to £30K

Stourbridge

About the role

The role will be responsible in providing 2nd-line technical support to resolve IT helpdesk service requests which cannot be solved by 1st-line as well as dealing with overflow service requests to support the helpdesk and being our representative while visiting our clients at their premises.

Responsibilities - (but not limited to)

• Troubleshooting and diagnosing IT hardware and software faults via telephone, email and remote support to end users.
• Creating technical sales quotations to our customers while meeting their business needs in full.
• Supporting Tier 1 with daily overflow of tickets and calls.
• Working alongside our 3rd line technicians to escalate calls as required.
• Coordinating with 3rd-parties such as suppliers and channel partners when required, to resolve problems and queries.
• Hands-on assistance with the configuration, installation, monitoring and maintenance of computer systems and networks, from the ground up to completion.
• The creation, maintenance and publishing of support documentation in order to assist colleagues in the quick resolution of incidents and to enable users to become more self-sufficient.
• Visiting customer sites to provide support and install new systems.

Person Specification

• Experience and understanding of:

o Microsoft Azure, Microsoft Intune/Endpoint Enrolment.

o Power Automate and PowerShell scripting.

o Windows Server technologies such as Active Directory, DHCP and DNS.

o Bare metal recovery and backup.

o Procedures for servers and workstations.

o Working with Microsoft Windows 10 as well as a knowledge and understanding of earlier versions.

o Antivirus concepts and remote management tools.

o Networking knowledge including: wireless, VoIP, structured cabling, routing concepts, VPN and managed networks.

• Great customer service skills.
• Confident communicator via email, telephone, and face to face.
• Desire to learn new products and technologies.
• Can-do attitude.
• Posses a logical approach to troubleshooting.

Beneficial, but not essential

• Previous experience of working within a busy service desk / customer response environment.
• Previous project management experience