2nd line technical support Job Description Template
Our company is looking for a 2nd line technical support to join our team.
Responsibilities:
- Provide initial remote troubleshooting of problems with services;
- Provide occasional on-site troubleshooting or installation of IT systems and services;
- Carry out essential housekeeping and admin tasks on client IT services;
- Record notes of all work carried out on case management system;
- Respond to client requests within set response times;
- Carry out daily checks on client monitoring systems.
Requirements:
- Good working knowledge of Common productivity applications, e.g Microsoft;
- Office etc;
- Basic knowledge of general business software applications eg. Sage, Quickbooks;
- Knowledge of legacy Windows Server Operating Systems (2000, 2003);
- Basic knowledge of common LAN and WAN network communications protocols (Ethernet 802.3 and 802.11, TCP/IP, NetBIOS, xDSL);
- Knowledge of other technologies advantageous e.g. Wireless (802.11b/g/a/ac), VoIP (SIP, RTP), Routing Protocols (e.g. RIP, OSPF, BGP);
- Excellent customer relations and communications skills;
- Good working knowledge of Windows range of Operating Systems including;
- Windows 7, 8, 8.1 and 10;
- Good working knowledge of Computer Architecture.