2nd Line Support Engineer

Onsite for the first 3 months then Hybrid

I’m looking for an experienced IT Helpdesk Analyst to join an established IT services business, providing technical support to a range of corporate clients.

The Role

You’ll provide telephone and remote technical support across workstation, application and hardware issues, with some exposure to server and network support.

Key responsibilities include:

• Providing 1st Line technical support and managing incoming calls/tickets
• Managing your own queue and working within agreed SLAs
• Troubleshooting and resolving technical issues
• Taking ownership of tickets through to resolution
• Keeping clients updated throughout the process
• Maintaining accurate ticket and knowledge-base documentation
• Carrying out basic network administration tasks
• Delivering a high level of customer service

Technical Experience

• Active Directory
• Group Policy
• Microsoft 365 / Office 365
• Microsoft Office
• Microsoft Exchange
• Terminal Server / RDS
• Windows Server
• Basic networking – TCP/IP, DHCP, DNS, IP addressing, VPN, switching and routing

About You

Ideally, you’ll have 12+ months’ experience within a technical helpdesk or customer-focused support environment, preferably within an MSP / IT services business .