1st/2nd Line Support Job Description Template
Our company is looking for a 1st/2nd Line Support to join our team.
Responsibilities:
- Manage hardware loan stock, ensuring laptops and iPads are charged and cleared of data;
- Work closely with the IT team to maintain the IT infrastructure, sharing knowledge with other team members;
- Log and maintain an accurate record of support calls using the helpdesk ticketing system;
- Provide a broad range of technical support to 150+ users;
- Perform regular check of all printers guaranteeing they are free from faults;
- Escalate support calls efficiently to ensure the senior member of IT resolves them;
- Maintain stock levels of adapters, chargers, cables etc;
- Perform a daily walk around of meeting rooms ensuring they are tidy of cables and IT accessories;
- Provide practical help and assistance via phone, email, remote access or desk side.
Requirements:
- Office 365;
- Microsoft Office for both Apple Mac & Windows;
- Windows 10;
- 1st/2nd Line Support;
- Understanding of basic networking principles including DNS & DHCP;
- Mac OS 10.12-10.15 (essential);
- ServiceNow (SNOW);
- Helpdesk experience;
- ITIL;
- Basic understanding of Cyber Security;
- Adobe Creative Cloud Suite; specifically, Illustrator, Photoshop, In Design, Premiere & After Effects.