2nd Line IT Support Technician

2nd Line IT Support Technician Job Description Template

Our company is looking for a 2nd Line IT Support Technician to join our team.

Responsibilities:

  • Providing internal support to staff;
  • Making and receiving 2nd and 3rd line technical calls and resolving issues quickly and efficiently;
  • 2nd and 3rd line software support and general helpdesk queries;
  • Documenting all activities;
  • Assisting customers with installation, configuration and troubleshooting;
  • Taking ownership of cases and identifying issues;
  • Pre-sales scoping to assist the sales team;
  • Attempt first time fix; working with the user and your team to try to resolve the issue as quickly as possible;
  • Provide on site project support to customers when required for IT implementations and upgrades.

Requirements:

  • Experience with office up to 2016 & 365 admin;
  • Proven fault finding skills, identifying root cause and resolving;
  • Wireless networks (Cisco);
  • Virtualisation experience (Vmware / Hyper-V);
  • Previous experience at 1 st /2 nd Line level;
  • Strong experience with desktop support for Windows 7 & 10;
  • Desktop top builds and image deployment;
  • Exchange 2010 & Exchange online;
  • Anti-virus experience, Panda Active Defence 360;
  • Full UK driving license;
  • Troubleshooting of multiple software solutions;
  • Experience in backup software, Redstor, Azure Backup, Azure site recover and Windows server back up;
  • Windows OS;
  • Microsoft Office;
  • Microsoft Tech – On-site and Cloud solutions.