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:
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