2nd Line Support Technician Job Description Template
Our company is looking for a 2nd Line Support Technician to join our team.
Responsibilities:
- Administration of IP phone systems (via web-based interface);
- Setting up and supporting small and medium business networks;
- Installing business computer systems;
- Microsoft Exchange 2007/2010/2013;
- Office 365 maintenance, installation and migration. Supporting customer applications;
- Setting up email accounts and website hosting (Linux and Windows);
- Managing WHM web servers and DNS;
- Supporting PCs and servers remotely and on-site (Win7/8/10, 2008, 2012);
- Conduct via Helpdesk Website, telephone and face to face in the business;
- Identify and deploy technical solutions to business problems that arise;
- Resolving any IT related problems that may arise;
- Providing 2nd line technical support for Desktop Hardware, Operating Systems, Mobile Devises, Office 365 installs and MS Office Suite Installs.
Requirements:
- Working in a desktop support environment, with special focus on configuration and configuration management tools;
- Able to work in a fast paced environment;
- Experience of providing 2nd line technical support covering complex including incident, Problem and Change Management;
- Good knowledge if VoIP telephony;
- Excellent interpersonal, communication and motivational skills;
- Able to work with all levels across the business;
- Technical support for Server Technologies (Microsoft Server), Printer, Storage Technologies (SAN, Backup), and Network Technologies (LAN/WLAN/WAN);
- Active Directory;
- Good operation knowledge of MS Office 2010, 2013 and 2016;
- Problem solving skills;
- Hardware Installation;
- 2nd Line Support experience;
- Solid general networking and fault finding skills and experience.