2nd Line IT Technician – Manchester/Hybrid Working – Up to £28K
On behalf of our growing client based in Manchester, we are recruiting for a talented 2nd Line IT Technician. As a 2nd Line IT Technician, you will provide 2nd line IT support to all end-users and proactively resolve hardware and software issues from all incoming channels.
The 2nd Line IT Technician will be responsible for:
- To provide a professional and personal first point of contact to all customers.
- To provide proactive second line IT Support to all customers.
- To handle escalated tickets from Helpdesk Technicians providing feedback when resolved to support the team’s development.
- To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.
- To proactively contact and chase customers until a resolution has been achieved or the issue is escalated
- To achieve the set Helpdesk KPIs and Service Level Agreements
- To escalate relevant and more complex work to the Senior Technicians after initial assessment and within a relevant time scale.
The 2nd Line IT Technician will have the following:
- Previous experience of Helpdesk IT Support.
- Interest and experience in general IT services, solutions and technology.
- High understanding of PCs, servers, email, telephony, backup, Firewalls, switching and routers
- Strong knowledge of Microsoft Operating Systems; Windows Desktops, Windows Server.
- Knowledge of networking; TCP/IP, LAN, WAN, Firewalls, Switching, Wireless etc.
- Experience and understanding of cloud technologies such as Azure, AWS, Microsoft365 and where and where not these technologies are suitable.
- Eager to continually develop technical and customer service skill
Benefits
- Flexible/Hybrid Working
- Bonus scheme
- Training and Development
How to Apply if you’re Interested in this Job:
If this sounds like your perfect role, click Apply without delay!
2nd Line IT Technician – Manchester/Hybrid Working – Up to £28K