Provide 2nd line technical support to customers
Take ownership of reactive and proactive escalated support queries
Log calls, troubleshoot, and resolve issues within agreed timeframes
Act as a point of escalation for 1st line team
Offer guidance and mentoring to 1st line engineers
Communicate effectively with customers and other staff
Keep abreast of current IT and solution trends, technologies, system information

Requirements

Experience of working in a technical customer service IT support role
Experience of working to SLAs
Experience of working with PSA/IT Helpdesk software and RMM tools
Experience of working in a fast-paced environment
A good understanding/working knowledge of the following technologies: Windows Client/Server operating systems, Microsoft Office suite, AV Products/PC & Server security, AD/AAD
Networking skills including Firewalls, VLAN, routing, DHCP, DNS, IP Subnets etc
Good knowledge of Microsoft 365 and associated technologies (SharePoint, Exchange Online, Teams etc).
Good knowledge of Microsoft Azure and Intune (Endpoint Manager)
Experience working with Virtualisation platforms (Hyper V, VMWare)
Knowledge and experience working with backup platforms (e.g. MABS, Veeam)
Working knowledge of SANs/Storage arrays
A full UK driving license and access to own vehicle
Experience of AVD (desirable)
Experience of Mac OS (desirable)
Experience of working with MDM platforms (desirable)

Benefits

Company Pension Scheme and matching contributions
Company Perks portal
Private Medical insurance
Life assurance
25 days holiday plus bank holidays plus holiday trading
Your Birthday off, on us
Health Club and Wellbeing Scheme
ARO Shares after 12 months employment
Employee Assistance Programme
Technical Training Academy and E-learning
Hybrid working

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingWindows Client/Server operating systemsMicrosoft Office suiteAV ProductsPC securityActive DirectorynetworkingMicrosoft 365virtualization

Soft Skills

communicationmentoringownershipguidanceescalation management