2nd Line Support Technician

To assist clients with technical issues on IT, networking, hardware and software systems. Being part of the Helpdesk Team, the job holder is the first line remote fix of service calls logged by clients, and to remotely monitor clients’ devices. This role will be working within an established and fast growing MSP who have just opened a new location. Continuous training and certifications will be provided along with an excellent progression opportunity! 

Key Responsibilities

• Providing technical support to the companies clients based from the company helpdesk.
• Monitoring of all devices within specified accounts
• 2nd and some 3rd Line remote diagnosis of devices and software/networking support
• Escalating any potential issues to helpdesk Manager
• Working with technology such as Windows Server, 365, Azure, Hyper-V and more

Essential Experience

• IT related position and have exceptional customer service skills.
• Previous Helpdesk experience advantageous
• Ideally have a working knowledge of networking and software installations
• A good level of IT knowledge across Microsoft, Windows environments
• Strong operational and process experience
• Ability to communicate with all levels with the customer and organisation, both face to face and over the phone

Desirable Experience 

• IT qualifications such as CompTIA, Microsoft certifications 
• Currently working in a 1st or 2nd Line IT Helpdesk role 

KEYWORDS – IT, SERVICE DESK, HELPDESK, 2ND LINE, IT SUPPORT, 365, ACTIVE DIRECTORY, AZURE, HYPER-V