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.