Job Description
2nd/3rd Line Support Technician Required. My client is a well-established IT firm, who focus on providing managed IT support, Hosted services (Microsoft 365) and software development, as well as consultancy and project management.
They are now looking for an experienced IT technician to join their friendly & supportive office based in Newbury, Berkshire. The successful candidate will be responsible for inbound & outbound technical support activities, supporting services & solutions supplied to customers. Whilst office based, you will occasionally spend some time onsite at customer locations, more local to us throughout West Berkshire.
Position Overview
1. Providing technical support on new and existing support cases via telephone, remote control software, and email.
2. Occasional site visit to a customer site is expected
3. Fault finding, diagnosis and resolutions across software and hardware
4. Configuration & maintenance of software, servers, infrastructure, systems, networks and equipment
5. Providing system migration, solution installation, and configuration resources to IT projects as required
6. Making sensible IT improvements and recommendations to customers
7. Responding quickly to alerts from automated systems that monitor customer and company hosted IT infrastructure
8. Assisting junior engineers and handling escalated cases ensuring service desk meets SLA requirements
9. Knowledge sharing with colleagues and documenting procedures on internet Wiki
10. Improving the efficiency of internal processes to provide value to their customers.
Position Requirements
11. Excellent communication skills & a sense of urgency
12. UK Driving License
13. Previous experience in a 2nd / 3rd line role
14. Windows Server 2012, 2016, 2019, 2022
15. Microsoft Exchange 2010, 2013, Exchange online (365)
16. Active Directory, Group Policy, DNS, DHCP, VPN
17. Windows 7,8,10,11 & Mac OS
18. Microsoft Office 2016,2019,2021,365
19. Mobile Devices IOS & Android
20. VMWare, vSphere, Hyper-V (Desirable)
21. Relevant IT qualification
Position Remuneration
22. Monday to Friday
23. Salary £26,000 – 32,000 (DOE)
24. 25 days holiday including bank holidays
25. Pension Scheme
26. Hybrid working (in the future, after a period)
27. Private medical insurance
28. Career development & training provided