2nd Line Support Technician | St Albans | up to £32k


A busy and varied role has arisen with a Managed Service Provider of IT services. They deal with a large range of clients from 1-man bands to 200+ users in a wide variety of business sectors.

An excellent company that provide an outstanding service to their clients and have built up a first-class reputation.

The company are growing and offer the potential to develop within the business as it expands. They are a relaxed and friendly family business with a great team environment.

This role is responsible for being a key point of contact for their customers; you will be answering the phones and striving for a first time fix when a call comes in, working on tickets that come in by email and working with colleagues when issues are too complex.

  • Respond to client IT support requests from any source

  • Manage both assigned and unassigned requests

  • Record all support requests in a clear and accurate manor

  • Set client expectations as to when a resolution is likely to be achieved

  • On resolution of support requests, communicate promptly to the client, fully document the steps taken and accurately record the time spent resolving the issue

  • Accurately record all changes to the configuration of client systems

  • Quickly identify requests, which cannot be resolved, due to either time or technical constraints, and escalate appropriately

What the employer is looking for:

  • MSP experience

  • Full Driving Licence and own car

  • Excellent communication skills (both verbal and written)

  • Ability to understand problems described by non-technical people

  • Logical thinking and problem solving

  • Desktop operating systems Windows 7, Windows 10 and Mac OS X

  • Office 365 setup, support and administration

  • Working knowledge of Office 365 Exchange Online and Outlook client

  • Working knowledge of Office 365 SharePoint Online and OneDrive client

  • Working knowledge, setup and support of Dell and HP server hardware platforms

  • Windows Server 2012/2019 setup, support and administration

  • Windows RDS Server 2012/2019 setup, support and administration

  • Working knowledge, setup and support of HyperV and VMWare Virtualisation platforms

  • Detailed understanding of how all parts of a network works (Broadband connections, routers/firewalls, VLANs, etc)

Salary: Up to £32k depending on experience

Hours: Mon to Friday 9 – 5.30

Posted: 05/09/2019