Job Title: Second Line Support Technician
Location: Manchester
Salary: Competitive
Job Type: Permanent, Full Time
At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.
About the role:
You will provide 2nd Line technical support in a service desk environment for multiple clients, acting as an escalation point for other service desk engineers. You will build strong customer relationships through customer knowledge, ensure technical documentation is thorough, and make ongoing support as efficient as possible.
Responsibilities:
Answering incoming calls to Service Desk, logging and actioning end-user service requests in PSA system, following Service Desk procedures and policies
Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations
Providing timely updates on tickets to end-users via telephone, email and PSA systems such as Autotask
Diagnose and resolve technical issues, escalating where necessary using escalation process and protocols
Respond to escalations from First Line Engineers by offering support and technical advice to resolve client queries in a timely manner
Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary
Setting up new devices for our client base, both Windows and Mac
Maintain and update accurate client site documentation via IT Glue
Comply with company's Information Security policies and procedures
Propose improvements to client systems and services to continuously enhance their systems and operations
Managing your time efficiently and planning your day accordingly
Keep up to date with new technologies adopted by Netteam and our client base
Improve your technical knowledge through company training and self-study
Provide out-of-hours support to our clients on a rota basisAbout you:
Experience:
Ability to work unsupervised, independently and as part of a team
IT related degree or relevant qualifications highly desirable
Demonstrable experience as a Service Desk Engineer
Able to demonstrate a good all-round knowledge of IT principles
Experience with PSA/RMM tools such as Autotask, and IT Glue to provide enhanced support services to all clients
Experience in initial remote diagnostics along with analysis and monitoring
The willingness to learn new software and hardware skills
Experience of Microsoft Windows Server/Desktop environments
Experience of Microsoft cloud solutions including Office 365, Backup/DRaaS and related technologies, Entra ID & IaaS
Knowledge of InTune & Conditional Access Technologies and email security
Knowledge of Networking technologies - TCP/IP, Firewall, Routing/Switching
Proven experience managing client system security
Experience of MSP and or Hospitality is advantageous but not essentialPersonal Attributes:
Friendly and professional
Excited about tech and thrives on developing understanding of new technologies
Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients
Recognises the importance of frequent and clear communications
Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team
Feel that every day is a day of learning
Disciplined, with the ability to prioritise and execute tasks under pressure
Harnesses pressure to deliver resultsNote: This description is not intended to establish a total definition of the job but an outline of the duties.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with experience of: 2nd Line Technical Engineer, 2nd Line Support Technician, IT Helpdesk Support Technician; IT Technician, IT Service Desk Technician, IT Services Manager, IT Desk Support, may also be considered for this role