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2nd Line Technical Technician

  • Location

    West Sussex

  • Sector:

    3rd Line Support

  • Job type:

    Permanent

  • Salary:

    £28k - 31k per year

  • Contact:

    Jenny Rostron

  • Contact email:

    Jenny@thebridgeit.com

  • Contact phone:

    0113 380 1916

  • Job ref:

    2973JRN

  • Published:

    18 days ago

  • Expiry date:

    2022-01-27

  • Consultant:

    Jen Rostron

2nd Line Technical Support Technician

Location – Remote (Haywards Heath)

Salary - £28-31k pa plus impressive benefits

We are looking for a 2nd Line Technical Support Technician to join a leading client with an exciting opportunity to work within the technical services team as a 2nd Line Technical Support Technician, where you will provide a single point of contact and delivery for all staff in relation to IT issues and incidents. You will be expected to provide support to all customers and will support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner, ensuring that all SLA's are adhered to and resolutions should be provided in an effective and timely manner.

Responsibilities:

  • Deliver and maintain the desktop, telephony, and application infrastructure so that it is supported, and failures minimised
  • Act as a central point of contact for the Key stakeholders
  • Log, analyse and prioritise all IT Incidents, Problems and Changes received via all communication channels into the team.
  • Ensure that systems/ applications / services in own area run and meet business Service Level Agreement (SLA) targets.
  • Analyse Incident, Problem and Change data to identify the underlying causes and propose resolutions via Service Improvement Plans.
  • Ensure that the team processes and procedures are kept up-to-date and followed by team members.
  • Troubleshoot and manage the configuration of the existing technical capabilities to ensure that business requirements are met.
  • Manage, support and co-ordinate on post release critical issues through to successful resolution, working with all parties concerned, including communication to key stakeholders.
  • Provide software support by resolving business users queries in their daily use of any supported software.
  • Produce any necessary supporting documentation to enable technicians, developers, and suppliers to develop extensions to existing or new technical capability.
  • Support and co-ordinate on post release critical issues through to successful resolution, working with all parties concerned, including communication to key stakeholders.
  • To ensure compliance with company and other relevant standards/ regulations at all times (including (TCF).
  • Proactively identify and track risk and issues using the documented processes.
  • In addition to normal working hours Monday-Friday, staff performing this role are expected to occasionally work anti-social hours for specific project tasks and support other teams within Technical services, this may include covering the phones.
  • Provide second-line investigation and diagnosis of all incidents and service requests.

To be successful in this role, you’ll need to:

  • Good understanding and exposure to technologies - SCCM and Intune
  • Knowledge and experience of deploying and maintaining hardware builds and applications with Microsoft Endpoint Manager and when required ‘handover’ hardware to new colleagues, asset tracking/recording.
  • A background in maintaining end-user hardware on-site, including laptops, desktops, mobile phones and meeting room technology.
  • Experience in escalation point for 1stline / helpdesk team.
  • Good experience of enterprise software and application support and delivery.
  • Previous experience gained within a technical support environment