IT Support 2nd Line / Escalations Technician

IT Support 2nd Line / Escalations Technician responsible for handling escalated service requests in a professional and timely manner. Handles technical issues involving Microsoft’s core business applications and operating systems, Cisco Networking solutions and Vendor-specific hardware (HPE).

Requirements

• Proven IT Service experience
• Previous experience in 1st/2nd line IT Support
• Exceptional time management
• Outstanding attention to detail
• Rapid root cause analysis, troubleshooting and problem solving and analytical skills.
• Fantastic communication and interpersonal customer service skills
• Full knowledge and understanding of products sold/implemented/supported by the company.
• Exceptional technical support abilities with a logical approach to solving problems.
• Highly Self-Motivated with the ability to work independently and as a team.
• Technical understanding of IT Networks, especially WAN’s, LAN’s and VLANS.
• Experience working with Windows Server and desktop operating systems.
• Experience of implementing and supporting Microsoft 365, Exchange, SharePoint, and Teams.
• Current, clean, and valid driving license and willing to travel to customer sites when required.
• Exceptional English literacy and language skills, translating technical into plain English.
• A trustworthy individual who is not afraid to ask for help if needed.
• Confident decision-maker and able to demonstrate sound judgement.

Benefits

• Full Induction
• Increasing Holiday with length of service and Annual Pay Reviews
• Tiered Pension Scheme
• Flexible Childcare policy
• Microsoft Surface Laptop
• Free uniform
• Mileage allowance
• Birthday & length of service rewards
• Internal rewards platform
• Flexible working
• Referral Bonus Scheme
• Regular funded social events and funded Christmas party
• Lunchtime activities - bar billiards, pool